Lean Quote: Unhappy Customers Great Source of Learning

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.

"Your most unhappy customers are your greatest source of learning." — Bill Gates, Microsoft

Customer satisfaction is one of the most important aspects of any organization. If customers aren’t satisfied, they will take their business elsewhere and the organization won’t last.

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.

When it comes to customer feedback, bad news is good news. ​If a customer complains, it doesn’t mean they are going to abandon you, necessarily. It actually is a sign of commitment. They’re taking the time to complain to you about the product, because they want it to work. 

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. Generally businesses do not seek customer satisfaction as an end in itself. The presumption is that increased customer satisfaction will lead to higher revenues and higher profits, at least in the long term. To best serve customers, the successful quality program will apply specific principles, techniques, and tools to better understand and serve their firm’s royalty – the customer. The Customer is KING!

Good businesses use customer feedback to get better, and improve themselves.