Knowing
what your customers are really buying can help set you apart from your
competition. Take a minute to read this account and see how it might apply
to your business.
"When
I get a customer on the telephone screaming because—I tell you no
lie—he doesn't like the kosher pickle we serve on the side of our
sandwiches, I'm thinking, "Get a life", while I'm saying
"What kind of pickles would you like?".
Because
the issue isn't the pickle with the strong hint of garlic. The is making
the guy feel good.
"The
customer is not always right. The customer knows it. You know it. The
employees know it.
In
fact, customers are frequently misinformed, unclear and selfish. Who
cares? It's not the issue. Make them feel good, and you'll be giving them
what they really want … SATISFACTION!"
Jeffrey
Mount, President of Wright's Gourmet House, a restaurant and catering
company, Tampa.
