Take a moment and reflect of any organisation, restaurant or company to which you feel absolutely loyal. In other words, this is the place you choose to go even though you may have other choices. Think about it why you feel loyal to a particular organisation.
One way to better understand customer loyality is to consider that every interaction you have with anyone has two levels - the business level and the customer's level. For example how do you feel when a doctor treats you only on a business level without understanding your immediate requirements. In the same token when a doctor treats you on a more human level, how do you feel?
Let me relate to you one incidence of good customer service. I together with my group of friends were at the cafe with the objective of surfing the net. We were disappointed when we could not locate the plug point. The Management has in fact utilised the plug point for other purposes. My friend knows the supervisor at the cafe outlet personally and she inquired as to the availability of the plug point. She was advised that there is only 1 plug point which is located at the entrance. At that juncture of time, the place was occupied. This supervisor has gone the extra mile by advising my friend that he would reserve the place once it was vacant. We went on to order our drinks. My friend and I ordered honey lemon drinks and my friend requested the supervisor to add more honey. Guess what, we have a separate top up of honey. At one point of time, the Supervisor even offered to let us charge our battery at his cashier's counter.
Here was an opportunity for the Supervisor to make a difference by deliverying quality work in a caring way at each `moment of truth' with us as customers.
Something for sharing.
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