Customers Are the Real Bosses and How You Treat Them Determines if They Are Good, Bad or Ugly

Sam Walton understood the purpose of business that being to attract and maintain customers. In fact, he took it one step further when he said:

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.

With the 20th century emphases on customer satisfaction, Mr. Walton's perspective changes the focus. Maybe that might help to explain the business success of this now mega corporate retail giant.

When businesses embrace this philosophy that each and every customer is the real boss, their business success may begin to grow exponentially. Imagine for a moment how this attitude of developing good bosses through the building of customer loyalty would affect your business?

What actions would you take or customer service behaviors would you change if you now viewed your loyal customers as your real bosses?

Would you have those automated telephone systems? No, because when the boss calls, he wants to speak with you, not with a mindless robot that wastes his precious time and increases his emotions usually negative and turning him into an even uglier boss.

Would you have all those complicated and confusing policies or procedures that are excuses for your poor performance? No, because when the boss wants something done, he wants it done now. As the old expression goes, Damn the torpedoes, full steam ahead. Are your operating systems obstacles to keeping the boss happy and making him or her bad or even worse ugly?

Would you have points of connection within your physical environment that only upset the boss? No, because you want to make the boss happy, content as he walks through your workspace.

The goal of keeping the boss happy is paramount. When the boss is happy, everyone is happy. All you have to do is to substitute the word customer for boss and see if that changes how you look at things. For when you change how you look at things, the things you look at will change.

Source: http://ezinearticles.com/?Customers-Are-the-Real-Bosses-and-How-You-Treat-Them-Determines-if-They-Are-Good,-Bad-or-Ugly&id=946013
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