"Management Musings-11":
"101 ways for Customer Satisfaction"
As usual I am sharing here above extract from my Treasure Book of Management notes pencilled by me a decade ago, after reading a number of books authored by many a renowned Management Gurus.
I am confident these would be navigators in your marketing operations:
1 Be easy to find,
2 Don't be closed when you should be open,
3 Answer the telephone promptly,
4 Handle queues conveniently,
5 People not kept waiting and delays explained,
6 Allow customers to do it their way,
7 Know your product,
8 Never be out of stock,
9 Order always supplied correctly,
10 Give exactly what is ordered,
11 Stay alert after you have clinched a deal,
12 Payments made easy to make,
13 Don't over charge for silly little extras,
14 Always on time delivery,
15 A guarantee that means something sure,
16 Fast with refunds,
17 Produce a good product,
18 Make sure, it works first time,
19 Give a reward for dealing with you,
20 You must always exceed the expectations,
21 Constantly seek improvement,
22 Don't tell yourself, there is nothing you can do about it,
23 Never accept it's good enough consideration,
24 Remember the fundamentals,
25 Avoid easy fixes,
26 Frills not used to disguise the deficiencies,
27 Make sure there are no excuses, 28 Respect your own products,
29 Respond to advertising quickly,
30 Listen to your customers,
31 Be helpful,
32 Make it easy to complain,
33 Respond to the complaints,
34 Analyse the Complaints,
35 Respect your existing customers, 36 Make your customers your best ambassadors,
37 Don't assume niceness is enough, 38 Encourage customer loyalty,
39 Allow customers to feel cared for, 40 Don't take your relationships for granted,
41 Be relevant to your customers,
42 When you lose a customer find out why?
43 Be strategic,
44 Step outside the box,
45 Make your objectives easy to achieve,
46 Make your objectives hard to achieve,
47 Align your objectives of your functions,
48 Keep up with the times innovate and innovate,
49 Study and learn from best practices,
50 Don't relax, are you the only Gem in the town?
51 Monitor your competition,
52 Integrate your marketing activities, 53 Concentrate on detail and worry about the big picture,
54 Concentrate on the big picture and worry about detail,
55 Observe the writing on the wall,
56 Be a part of the solution not the problem,
57 Deal with the problems,
58 Understand that people not processes deliver the service,
59 Don't assume that because it's on the computer it must be right,
60 Make the complex simple, hell
make the simple, more simple,
61 Know when to manage tight and when to manage loose,
62 Have a tight concise rule book,
63 Empower your people not to have to check with the supervisor first,
64 Realise some of your cronies can harm you,
65 Admit your mistakes,
66 Don't ever pass the buck,
67 Crisis? what crisis? be prepared & remember the murphy's law:
'If anything can go wrong, it will go wrong and at the worst possible time.'
68 Focus on your needs & needs, those of your colleagues,
69 Don't just try, to do it & do it properly,
70 Check, as soon you did it right,
71 Treat your suppliers as important business partners,
72 Pay your suppliers on time,
73 Always be accessible,
74 Make, listen to and act on suggestions,
75 Make the smallest fragment of service count,
76 Listen,
77 Ask why?
78 Don't promise the Moon,
79 Keep your promises,
80 Never lie,
81 Congratulate yourself only when you have really earned it,
82 Don't run misleading advertising,
83 Regard your advertising as more than just a paint job,
84 Always think about PR-public relations,
85 Be clear about directives,
86 Explain usage instructions concisely,
87 Treat your employees like adults, 88 Respect the minorities,
89 Give your staff the power of discretion,
90 Help your staff to be flexible,
91 Train your people properly,
92 Celebrate and reward excellence,
93 Get your incentives right,
94 Reward the right things,
95 Project an appropriate image,
96 Act continuously especially when in corporate rivalry,
97 Behave like Grown Ups,
98 Be environmentally responsible,
be socially responsible,
99 Don't offend special interest groups,
100 Keep the law,
101 Never be fat dumb and Happy-never be complacent.
Finally, what is true for the external customers remember, it's equally applicable to the internal customers as well.
Best of Luck!
Contribured by
Sudhakar Natu
P.S.
ता.क.
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