Learning and development training

Thought for the day

The full archive of free daily management tips from our team of trainers.

‘Encourage your customers to be unreasonable’

If you accept that the primary function of every business is to get and keep customers, then it follows that meeting customer demands is what you actually do for a living. To beat your competitors, you must meet those demands better. So, by trying to give your customers something extra-special every time you come into contact with them, you’ll raise their expectations and encourage them to seek the same extra-special service from your competitors. Who, of course, will probably think the customer is being unreasonable and refuse! Result: one captive customer and one poorer competitor.

Meeting customer expectations is not the name of the game anyway – exceeding them is. In order to inspire the people who work in your business, aim to deliver the best to the customer at every contact. There is more to gain by baking a better pizza than a cheaper one, so to speak.

So, don’t wait for your competitors or customers to force you to react, seize the initiative, are bold and are pro-active. After all, what is market leadership if it is not of ideas and standards?

© The author

This thought has been taken from Graham’s book ‘Companies don’t succeed, people do!’ Graham delivers outstanding sales training – click here for details of some of his programmes.

Previous Thoughts for the day

Red Arrow‘Encourage your customers to be unreasonable’
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Red Arrow‘Give your customers the benefit of the doubt’
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Red Arrow‘Encourage your customers to complain’
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Red Arrow‘Being good enough, isn’t good enough – give customers a reason to be faithful’
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Red Arrow‘How to keep a customer for life – give them lots of reasons to stay’
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Red Arrow‘Close the customer service department’
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Red Arrow‘Customer satisfaction is everybody’s job’
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Red Arrow‘Customer satisfaction is not satisfactory’
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Red Arrow‘The answer is – yes!’
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Red Arrow‘What are others doing?’
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Red Arrow‘How can I take better care of my customers?’
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Red Arrow‘Every sales call is a free market research opportunity’
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Red Arrow‘The customer isn’t always right’
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Red Arrow‘Give your customers more than they pay for’
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Red Arrow‘Wash your dirty laundry in private’
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Red Arrow‘It’s OK to spend money’
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Red Arrow‘Expect the unexpected’
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Red Arrow‘Have a NIZ!’
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Red Arrow‘Dump trivia’
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Red Arrow‘Less is more’
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Red Arrow‘Speed up routine tasks’
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Red Arrow‘Stop doing other people’s work’
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Red Arrow‘Ask questions’
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Red Arrow‘Take control!’
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Red Arrow‘Listen!’
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Red Arrow‘You don’t have to answer the question’
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Red Arrow‘Shut up!’
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Red Arrow‘Be receptive’
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Red Arrow‘Go to the balcony’
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Red Arrow‘Think before you speak’
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Red Arrow‘You can’t stare – but you must watch!’
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Red Arrow‘Don’t be predictable’
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Red Arrow‘KISS’
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Red Arrow‘Aim high’
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Red Arrow‘Say “No.” ’
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