The keywords here are all you need. Doing all that is required to satisfy a customer can be a difficult bridge to cross in the way of Tom Peters delivery, calling WOW! Service. Doing what is required to satisfy a customer is a way of thinking and must be rooted in the mind and hearts of each employee. This is what it helps to create a mental attitude that says, look, we are here for the client. This mental conditioning is very important for this, it allows people in the company to see everything that Peter Drucker calls. outer side & nbsp; Perspective: From the perspective of the client. The staff in this mental mode can work wonders. For this to happen, the leadership of the board of directors must create a favorable environment in which it says that focusing on the client is in order. Management must provide people with information and eliminate all bureaucratic bottlenecks so that people can bend to satisfy the client.
In the book "The pursuit of WOW! Tom Peters did what, as he said, did not previously do in the publishing history, photographing his hero-heroes and heroines printed in the book. One of these paintings was a photograph of Virginia Azuela, the housekeeper of the 54th floor of the Ritz Carlton in San Francisco. The beef in the story was that Ms. Azuela had the right to spend up to $ 2,000 ($ 2,000 in 1994 money) to correct any problem with the client without further overshooting. Ms. Azuela is indirectly the CEO of the 54th floor of the Ritz Carlton. This is the material that makes it possible to do everything possible to satisfy the client. Curiously, the Ritz Carlton was the first service company to win the coveted Malcolm Baldridge National Quality Award.
It doesn't matter if you work in the private sector or in the public sector, you can do wonders for a client if you are really interested in a client. If you think that working at a government ministry or agency is a disastrous obstacle to providing excellent service, you are making a huge mistake. In his book, Fred's Factor: How Passion in Your Work and Life Can Turn Usual into Extraordinary, Marc Sanborn gives a fascinating account of Fred Shea, the state of the US Postal Service, who was responsible for delivering postal mail in the Denver area called Washington Park. “Let's face it,” John Maxwell, author of “21 Irrefutable Laws of Leadership,” wrote in the preface to Fred Factor if a guy named Fred, who has a less glamorous job working in the US Postal Service, can serve his customers with exceptional service and commitment, what opportunities await you and me, to help others and, in the process, to seek personal personal satisfaction & & # 39; Fred's story began when Mark Sanborn, a professional speaker, moved to Denver. Mark said that Fred came to introduce himself, to meet and greet him in the area. Not having met a postal man who was so proud and passionate about his work, Mark, naturally, was amazed. When he learned that Mark was a professional speaker who traveled quite often, Fred quickly assumed that in this case he would keep Mark’s mail until he was sure that Mark was at home before delivering them. Mark, a little stunned, not wanting to cause inconvenience to the man, indicated that it was really not necessary that Fred should simply drop the letters in the mailbox. Fred did not. He told Mark that he could be the victim of burglary, since the letters that are collected in the box may signal the robbers that he was not at home. To break the deadlock, Fred assumed that he would put the mail in the box until it was closed, and put the rest between the front screen door and the main door until the place was combined with the mail. Any mail that could not fit in, Fred suggested that he would keep them until Mark returned. Thus, no one would notice the mail. Mark concluded: I began to use my experience with Fred as an illustration in speeches and seminaries that I presented in all of the United States. & # 39; & # 39; Regardless of the industry from which they came, everyone wanted to hear about Fred, the author said.
What an amazing story! Fred continued to inspire thousands of people throughout the United States, including teachers, nurses, ambulance drivers, and so on. P. I could not help thinking after I first read a very inspirational book. Fred's contrast with my personal experience with the post office I had to do business a few years ago. During a trip to Canada in August 2008 to take part in the International Annual Convention Toastmasters in Calgary, I ordered some CDs from Maximum Advantage. I was promised four weeks before delivery, but by October I still didn’t open the CDs, so I sent an email to the CEO, who personally accepted my order. There was a flurry of emails, and in one of the last letters the company wrote & # 39; We will go to the post office and look at attempts to start tracing this package using a custom code. Please provide me the information by e-mail, as we will solve this problem in any way. & # 39; & # 39; Direct to the goal: do your best to satisfy the client. In short, when my wife faithfully stopped at the local post office, the package was discovered trying to collect dust. The duty attendant casually said: the owner did not come for this. No apologies were offered. I received the parcel 61 days after its publication. It was with the postal agency for 58 days trying to collect dust.
I remember visiting a large publishing company a few years ago, thinking about writing my first book, and when I got there, it was raining, and no one offered me an umbrella. People at the gate checked my identity and helped my visitors. a notebook to complete, and ordered me luck when I collected the rain, from the main house to the main office, about twenty meters from it. Is an umbrella important in the rain? Should the company have it for its customers and visitors? What is the role of the gate in welcoming visitors to the company? If you were at home and saw a visitor in the rain, would you not rush to meet her with an umbrella? So what else?
I was tickled and thrilled when I read in T + D magazine in March 2010 that if you go to Chikafil when it rains, someone will run and meet you and an umbrella. Dan T. Katie, CEO of Chickafil, spoke of this with pride. Most banks that I know are engaged in an umbrella thing, but there is no consistency. Sometimes it is just a service from a hetman or a security guard and is hardly controlled as an integral part of the service strategy. When a company and its people develop the ability to do what is needed to satisfy the customer’s mentality, everything starts to happen. People start to see small things, such as rain, as important, an umbrella becomes important, the response to the mail becomes important, politeness becomes important, politeness on the phone becomes important, everything becomes important, the client becomes important, and not only in a printed statement statement hanging on the wall or in the annual report. The client becomes the center of the universe of the company. Do your best to satisfy the customer, must be rooted in the hearts and minds of the company's employees as an integral part of the service experience, and other employees will not treat this adequately when I was present at a three-star hotel in Lagos on February 14, 2011, St. Valentine's Day. There was a downpour, and the guests were soaked, and the umbrella was not visible.
