The,Customer,King,sure,you,all business, insurance The Customer Is King

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I'm sure you've all heard the expression, "the customer is king". Some companies live by this rule - and those tend to do very well. Others say the words but, well, they're just words. These companies do not do as well. And other companies don't have a clue. These companies might be huge, but they tend to fall without warning. Many times the clueless companies turn out to be made of paper - one ill wind is all it takes to cave them in entirely.I know you've run into those companies do not have a clue that this datum even exists. These are the web hosting firms that do not return support requests (and sometimes even requests for quotations), free hosts which shut off accounts that have more than a dozen page views and email providers who delete emails with minimal notice. These are the grocery stores with incredibly long lines, yet there are registers closed and workers loafing. These are the consulting firms that charge for every single thing (rounded up to the hour, of course), yet never seem to be there when you need them. And these are those that only allow returns within a week, exchanges only, with receipt and a little begging thrown in. Then there are those corporations which mouth the words, yet seem to have misunderstandings on what they mean. This is the huge company which creates licensing contracts which require an advanced degree in law and an ancient Latin dictionary to decipher. The massive, 184KB long privacy policy put out by another company comes to mind. This also includes the auto maker who refuses to acknowledge the placement of their gas tanks kills people, and the tire maker who will not admit their tires are unsafe.And sometimes, very occasionally, you will run across a company which knows exactly what it means to say "the customer is king". This includes the most fantastic auto maker of them all - Saturn. These people know how to run a company. I've owned two Saturns, and both ran perfectly. The dealer fixed problems under warranty on several occasions even though the warranty had run out. When they took too long on a completion estimate for service, they did the work for free. And on every visit to the service department, they have given me soda and snacks for free and went to great pains to ensure that I was happy and satisfied. And you know what, I have bought two Saturns and I know that my next car will be one as well.I hired a consulting company recently to do quite a bit of work for me. The project manager made it completely clear to me that if I was unhappy about anything he would personally go out of his way to fix, at his cost, what was wrong. He has come through on several occasions, including refunding our money on half a dozen occasions. The result: when I needed something done I called them first.I've been a programmer, designer, analyst, manager, VP and director for various companies over the past twenty years. I've always lived by this rule, and I've always demanded it from vendors and companies with which I do business.You always treat customers well. Good, paying customers are like gold in the world, and you always treat them right. You don't need to "take it" from them, you simply treat them with respect. Treat your customers well.When I managed a shop of 12 consultants we had a strict policy: the customer must be happy with our work. If the customer is unhappy, we would work for free or give the money back or come to some agreement to make him happy. Sometimes, of course, there were those customers who could never be happy with anything - those we simply didn't do business with at all. The customer must treat us with a measure of respect, after all, but we always felt we were in the drivers seat.This applies to the job as well. In my organization, my "customers" are my users, the people who use the computers which we support. We practice "the customer is king" all of the time, every day of the week. If I get a call from a user on a weekend at 2 am, I make sure he gets the help he needs. When the CEO's laptop breaks, he gets a new one as fast as possible; and when the receptionist needs a new program installed it's done just as quickly.I've written about this before, and one person wrote back, "In my experience, kowtowing to clients or customers, bending to their every whim no matter how ludicrous, and keeping a fake smile plastered on your face while you utter 'Thank you sir! May I have another?' is a sure-fire recipe for misery."Ah, the poor fool simply does not understand. You don't "kowtow". You provide service and give respect to your customers. But what about those abusive customers? The customer who is never satisfied or demands his money back or whatever? These are the exceptions. Most people are good, honest and hard working. They want to do good, and they want a good product or service. Most people are perfectly willing to pay for value received, and most people do not make life difficult.Those that do are exceptions to this rule. Most people are good, not evil. So treat the vast majority as good, and treat the exceptions appropriately. Remember, you don't have to accept money from anyone, but once you do they are customers.If you are a consultant, give the best value that you can, then give a little more. If the customer is a complete jerk, then don't do business with him at all. You don't have to accept the money!And that's what I've got to say about that. Article Tags: Don't Have, Most People