There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
The toughest thing about the power of trust is that it’s very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.
If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours.
I never trust an executive who tends to pass the buck. Nor would I want to deal with him as a customer or a supplier.
So in 2000, when we changed the business model and started really focusing on that triangle and putting the customer in the center, we decided we should hold off – we’ve done enough consolidation; we’ve got enough critical mass.
The interesting thing is when we design and architect a server, we don’t design it for Windows or Linux, we design it for both. We don’t really care, as long as we’re selling the one the customer wants.
So far, Indian companies have focused more on customer application. This needs to shift to packaged software for sectors such as banking and financial services.
It puts the provider in a situation of looking for ways to have someone else pick up a piece of the cost. As a result, every customer who has insurance ends up paying a ‘hidden premium.’ It simply adds to the health care cost burden.
Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.
Even if someone is already in your market space, ask yourself whether you can approach it from a different angle and thereby secure your own customer base.
Pager companies are very much looking to provide new services to help them regain some of their customer base.
At a car dealership, the person who sells the car is the hero, and also gets the commission. But if the mechanics don’t service that car well, the customer won’t return.
Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you’re marketing your firm to new customers, you better be able to provide them service when they do business with you.
Any seeming deception in a statement is costly, not only in the expense of the advertising but in the detrimental effect produced upon the customer, who believes she has been misled.
As regards this country, in which protection has always to some extent existed, it is the best customer that England ever had, and our demands upon her grow most steadily and regularly under protection.
Sam Walton’s values are: treat the customer right, take care of your people, be honest in your dealings, pass savings along to the customer, keep things simple, think small, control costs and continuously improve operations.
Companies are starting to measure how effective their customer service is and trying to understand what they can do to improve the customer service process.
We will ensure that associates continue to possess unsurpassed product knowledge and maintain their dedication to customer service and respect for their colleagues and for the communities in which they work and live.
New Hampshire state government is a big customer for prescription drug companies. Just as businesses do, we should take advantage of the bargaining power we have as a big customer.
What the customer demands is last year’s model, cheaper. To find out what the customer needs you have to understand what the customer is doing as well as he understands it. Then you build what he needs and you educate him to the fact that he needs it.
And our size: The company this year is going to be close to $50 billion, so if that’s the case and you can continue to grow that fast, I would rather put my energies to solving customer problems and growing our business than worrying about integrating and laying people off.
So if you’re a customer today, the same person who came in to demonstrate the technology for you and helped you architect the solution before you bought it is likely going to be leading the team to help you do the implementation.
You must never actually cheat the customer, even if you can. You must make her happy and satisfied, so she will come back.
Because Microsoft seems to sometimes not trust customer choice, they salt XP with all these little gizmos and trap doors to get people to try Microsoft stuff. But the reality is that we’re downloading more players than we ever have on a worldwide basis.
Suppliers and especially manufacturers have market power because they have information about a product or a service that the customer does not and cannot have, and does not need if he can trust the brand. This explains the profitability of brands.
The gun dealer is not only paying these two police officers, but more importantly, the gun dealer has said he will never again sell more than one gun to a customer. This is exactly what we’re trying to get the gun industry across the country to do.
All business success rests on something labeled a sale, which at least momentarily weds company and customer.
No one bill will cure the problem of spam. It will take a combined effort of legislation, litigation, enforcement, customer education, and technology solutions.
Be dramatically willing to focus on the customer at all costs, even at the cost of obsoleting your own stuff.
This year I hope to introduce legislation that would require Power Administrations to list direct and indirect costs associated with ESA compliance as a line item on customer’s power bills.