The Customer is the Heroe
It was an honor to be part of this Christmas party where Barbara Burnett gathered with her employees. Barbara is also a certified speaker, trainer and coach of The John Maxwell Team. She is the perfect example of a servant leader. It was refreshing to see her addressing her employees and sharing a powerful message that is the core of the culture of her organization: The Customer is the hero. It goes without saying that her employees know she values them.
You can feel there is an environment and a culture where everyone desires to and does add value to each other – where everyone values the job they have – where everyone values every customer they touch – where everyone adds value to customers and makes each customer feel like he or she is the hero.
As I had the privilege of being part of this Christmas party, it felt to me like a family Christmas party. The employees were comfortable one with another. I wish I had remembered to take this picture before the other employees had to leave.
I want to take this moment to thank Barbara and her team again for the opportunity to be in their mist and speak on the subject of Customer Delight. Recently, in February I was fortunate to attend Goldman Sachs 10K Small Businesses Summit in Washington DC with the theme; The Big Power of Small Businesses. I heard Warren Buffett shared this wisdom with all the 2200 small business owners in attendance: “Delighting your customers will always trump any brilliant marketing strategy.”
Customer satisfaction is a thing of the past. Customer delight is what makes the difference businesses that thrive and blossoms from businesses that merely survive. Our customers need to know that we care about them and we want them to succeed. They need to know and feel that when they find and work with us we will lighten their load and their problems matter to us.
Please share your thoughts on how important customer delight is to your business a provider and/or a consumer. Use #customerdelight.
Illens