Is the belief that the customer is always right, always good customer service?
“Rule #1 — The Customer is Always Right”; Rule #2 – If the Customer is Ever Wrong, Re-Read Rule #1.”
B.L. who once handled publicity for Stew Leonard’s cited the quotes that’s etched in a three-ton granite rock at each of their store’s entrance.
B.L. asked Stew Leonard if people ever took advantage of this principle and ripped the store off. He replied:
“2% of people dishonest, I’m not going to penalize the 98% percent who are honest. …If sometimes they’re wrong, so what? I look at my customer as a lifetime value of thousands and thousands of dollars and that’s worth gold to me.”
The customer is the ultimate value.
But employees are also valued according to Stew Leonard.
“You can’t be a great place to shop without first making it a great place to work.”
Employees are your customer facing representative. The perception the customer has of your business is directly related to their experience with them.
It’s important to empower your employees to solve problems.
To empower employees, you need to…
Hire people with
a. social personalities
Implement a thorough training program.
Offer a wage reflective of the value they provide you.
Is there a difference between product and service providers?
“With product-companies, there’s less ambiguity in customers’ dissatisfaction:
Complaints usually center on the product’s being broken or the wrong color. On the other hand when services are provided, there’s a lot of room for interpretation of how a customer’s expectations should be met.”
The annual Google IO took place this week and with it, the unveiling and updating of many features in the Google/Android world.
A lot of the changes seem to be a move by Google to improve usability, specifically Google Photos and One Tap.
There was a lot of chatter in my Google+ stream about the absence of any mention of Google+.
Barry Horowitz Vice President of Google Streams, Photos and Sharing, released an interview on the day of the conference where he stated that:
“No, Google Plus is not dead. In fact, it’s got more signs of life than it’s had in some time.”
Read the interview below in the Stuff You Should Readsection.
Here’s some highlights from the first day of Google IO via The Verge:
Google Now on Tap
With Now on Tap, you can hold the home button and bring up Now cards with relevant information, whether you’re in an app, email, or web browser.
A new Google Photos app with free online storage
Google already has a photo tool for your Android phone, but Google Photos is a revamped app that will back up an unlimited number of photos and videos for free (photos up to 16MP, video up to 1080p), organize them as a timeline, and group them together by locations, things like “beaches” or “boats,” and people — using what purports to be some pretty advanced auto-tagging.
App permissions get streamlined.
Instead of having to apply permission every time you install an app, Google will ask you to approve individual permissions when the developer calls them up. You can also look up everything that the app is accessing, or which ones are using, say, your calendar or camera.
For more news, check out Android Central who does a nice job covering and organizing the event.
Since Bradley Horowitz took over the Google Plus folder last April, he’s been quiet as to what is happening with the platform.
When people noted that his title didn’t include Google+, death knell rang loudly once more.
Timed to coincide with the Google IO conference, Bradley comes out and says clearly that Google+ in fact, is not dead.
It will continue to evolve and devolve as they tweak the platform to what users want.
He admits Google hasn’t been clear about who the product is good for and good at so they are now articulating a better value proposition.
“It’s fair to say you’re about to see a huge shift in what Plus is becoming,”
“It’s a shift in response to what users are telling us. That’s a very healthy and natural thing. As opposed to sticking to strategies of years ago, we’re actually adapting to how the product is successful in market and doubling-down on that.”
Thanks for dropping by. I'm the Director of Digital Marketing for Image-24.com.
My background in business includes non-profit (performing arts), restaurants and Promotions.
Having moved on from my own strategic consulting company, I now write about what interests me. So in this blog, you may read about my thoughts on marketing, health issues and business culture.
You can follow me on Twitter @rayhiltz or @image24Call