Customer is King?
December 20, 2007 – 5:59 amThis old adage is still as valid as it was ages ago. With increasing competition in almost every sphere, it has become even more important to hang on to what you have (read clients). With little control over internal customers (read employee attrition), you have to be proactive and maximize your efforts towards retaining customers. It has been well researched and documented that its easier and cheaper to retain an existing customer than to find a new customer.
And perhaps also that a happy customer may not tell enough people about his experience with your company. But you can be sure an unhappy customer would. So, folks shake your internal problems off and get focused on customer orientation.
3 Responses to “Customer is King?”
Is Customer really the King?
Your post comes at a good time. The recent spate of issues I have had as a customer of services offered by some of the large companies here prompts me to comment. The adage “Customer is King” is at the opposite end of the spectrum today. Sometimes, one tends to get the feeling that a customer is nothing more than a hen that lays golden eggs. And the company wants all eggs in the short term, not wanting to wait.
What I can’t figure out is how the sales teams of companies are more responsive than customer service teams?
When you call a sales executive, answer is immediate. Plus you have a face, a name to contact. But when you ask for some service, they ask for a minimum of 24 hours. If you pay late, they charge you late fee but if they make a mistake in billing and charge you extra, you have to either forget about the extra amount paid or waste your time tracking and getting the refund. If you are lucky, you may get it in 2-3 months.
If they make a mistake, they can get away by saying “sorry” - a very interesting word. If you, as a customer, commit a mistake, you are asked to cough up compensation. And such companies are dime a dozen and their numbers growing rapidly. It should come as no surprise that most of these are large companies. And these are companies where the cost of a single executive is more than a small organization’s whole monthly expense.
I would love to write more on this but now I should get back to my work, since fortunately, I am not a part of these large, irresponsive, monoliths.
By Vikas on Dec 20, 2007
Vikas,
I do not fully agree with you on this. You could not blame all the companies on the behalf of your personal experience. Yes I agree that there are some companies who do not care about customer so much once there products or services are sold. But as you know one spoilt apple can spoil all the good apples if placed with them. So I can understand your situation. I would definitely like to know what happened with you in past which drove you to think that customer is not the king anymore.
By Sanjay Sharma on Dec 21, 2007
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By Payday Loan on Mar 12, 2008