CUSTOMER IS YOU 2 – “EXTERNAL BEHAVIOR REFLECTS HIS INTERNAL BEHAVIOR TOO… “

Employee behavior towards your Customer –

Most Successful Individual in Life were best exponents of “Customer is you”

The goal as a company is to have customer service that is not just the best but LEGENDARY.”

Sam Walton, Founder of Wal-Mart

It is not the employer who pays the wages. Employers only handle the money…

It is the customer who pays the wages.”

Henry Ford, Founder of Ford Motors

Kind words can be short and easy to speak, but their echoes are truly endless.”

Mother Teresa

Be everywhere, do everything, and never fail to astonish the customer.”

Macy’s Motto

If you carefully read all the above quotes from the greats who are living and lived you would realize that for them Customer is first and they are feeling that Customer is in themselves. Take for example what Mother Teresa has quoted “Kind Words can be short and easy to speak “… it speaks volume of the great saint who smiled and brought the world around her.

Judging by External behavior

How difficult is for us to smile and listen to the customer and understand his problem. I have often heard in Corporate circles that Employees first hence would do anything to stand by the employee who has spoken against the customer but since they have a great employee friendly policy for them employee is way above everything. I understand Customers are unreasonable but have we really understood what the customer is going through, imagine your employee behaving badly with the customer then how he must be behaving with your internal team.

External behavior of your employees is a great reflection on his internal behavior. If an employee is not able to manage a customer well and has persistent issues with your customer then if you observe properly he also has issues with your internal people.

Customer pays your Wages

I have really liked what Henry ford has said..” Customer’s are the one who pays your wages….” If you don’t have a customer who is going to pay you and your employee. So most organizations internally have to train their employees on how to behave with the Customer. As I discussed in my earlier write up that Customers are bound to be unreasonable but what are we doing to understand his unreasonable behavior and what actions are we talking. Remember if a customer walks out you are not going to get your next month’s salary.

Most of the legends who lived have given a lot of lessons on Customer Service it is just a matter of time we understand what they meant.