Friday, July 17, 2015

Lean Quote: Understand Your Customer’s Needs and Expectation

On Fridays I will post a Lean related Quote. Throughout our lifetimes many people touch our lives and leave us with words of wisdom. These can both be a source of new learning and also a point to pause and reflect upon lessons we have learned. Within Lean active learning is an important aspect on this journey because without learning we can not improve.

"People do not just buy things; they also buy expectations. Albrecht and Zemke

For any business the customer is the lifeblood. Every process and every action internal or external should ultimately result in the value addition to the customer and the customer’s delight. Therefore it is essential that the customer needs, wants and expectations are identified before you embark on a quality building program.

Since the customer is the only reason you have a job, if you are not willing to satisfy the customer…then you might as well go home; you are not needed. Remember that perception is reality with customer service. If your customers don’t see your organization as one that engages in customer-focused behavior, then you are not providing exceptional customer service. Treating your customers as valued individuals is often more important than price.

Customer focus and service excellence is everyone’s responsibility, not just those that have direct contact with them. Organizations that are recognized as exceptional providers of customer service are the ones that have incorporated these customer-focused behaviors into their daily operations.

Customer “satisfaction” does not simply happen; it is an effect. Quality is one important cause of the customer satisfaction effect, along with price, convenience, service, and a host of other variables. The more our daily actions and long term plans are driven by meeting customer expectations, and the more we evaluate our work based upon these expectations, the more we improve customer loyalty and advocacy. This relentless focus on the customer is the path to sustained growth and profitability.


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