Thread: Customers are two faced

At our business meeting this week I had to have a talk with my crew because someone failed to deliver our level of customer service and quality. This is kind of how it went;

So you think the whole revolves around you? I got news for you it doesn't. It revolves around quality. Think about it,if the earth was a short distance further from the sun all life would freeze and die. If the earth were a short distance closer we would all burn up. The earth hangs just the right distance and at just the right tilt for the earth to produce quality sustenance and protection from the elements. So our very lives hang in the balance of quality.

Well it is no different with our business's. Our business's hang in the balance of quality. Every day we must deliver mind blowing quality and incredible customer service to succeed and stay ahead of our competition. And it is the little things that make a huge difference. Just like in professional golfer,only a stroke or two average means the difference between being a millionaire or barley getting by on tour. Same with us,just a few little things mean the difference between us and our competitors. These few things decide whether we will barely get by or be very well off financially.

Why do I say this? Because customers are two faced. You think you are the best thing since sliced bread and they will agree most times. Yep the customer will pat on your back and say yes you are as great as you think you are. But if you do a bad job then as soon as you leave they will say to there family and friends never use that company. All along you think you did a great job but in reality you were no better than any other Mickey Mouse cleaner. Now you may have done an ok job but perhaps you didn't take the time to explain why a spot didn't come out and what can be done to correct it. Or maybe there is a worn traffic area or maybe you just felt lazy and didn't agitate your prespray,or didn't do as many dry strokes as necessary. Maybe you could have got it cleaner. Now to some this may be small things but remember the attention to detail is what separates us from being very successful from those who barely eek out a living.

So now you might be thinking,why doesn't the customer tell me? Well it is not there job,it is your job. Each day we must take stock and re-evaluate ourselves to make sure we are better than our competition in every way,especially in delivering superb quality and customer service. You see most times a customer does not want confrontation,they don't know you, know you, so they may be concerned about your reaction. They really don't know if you are going to come back and rob them or do something to there home especially if your attitude was poor,or you were grumpy. I never take my problems into a customers home. I am always kind and considerate. After all my livelihood and my families welfare depend on me delivering high quality. Or just maybe they don't want to embarrass you. Regardless it is not there job to tell you. It is your job to do a check up from the neck up.

The good news is we have a choice. Fortunately we live in the information age so there is no excuse. Because with good equipment,chemicals,procedures and most of all a good attitude we can be very successful. So it is really a matter of choice. So which will you choose? I can't tell you what to choose but I can tell you if you don't choose quality with my company I will choose to fire you. Now have a great day and go give the customer more than what she paid for by delivering high quality and incredible customer service. This will insure that she will continue to use us,tell her friends and neighbours so that the profits continue to come in and you and your family prosper. Because at Drynclean we don't make two faced customers,we make customers for life!

Nice speech, It was very nicely said. Sounds like you put alot of thought into it... However it sounds just like one of them speeches that my out mentor would tell us. The only problem with was I stopped listing 1/3 way though it because we knew what our mission was and how to get it. We was mad most of them because the guy that had the issue was not dealt with directly instead we all had to hear the quality speech again.

But like I said in the beginning, Very nice

Thanks Danzar. You are right,that is why I had him come in 15 minutes early and I talked to him 1st. Then he had to listen to it again with all present and everyone knew who it was. Here is the kicker,I sent him out with everyone a few times in training. So they all dropped the ball to some degree. :-)

Amen brother... I am in the process of taking my business to the next level, No I am shooting for the top of the food chain so I will be skipping a few levels!

I firmly believe every word of it Rob! I don';t have a squad of employees but I let the ones I have know the same about quality control. Without it we would have no customers and no work...then no jobs! Great speech!

Absolutely nailed it Rob. any negative feedback runs like wild fire. Very good Point portaying the customers view concerning confrontation. That Keeps them to remember they are a stranger in someones home..

I had an employee who got so comfortable being in so many peoples homes he got a lil too comfortable all the time. And would eventually loose the "Hes the Stranger concept" telling custy about personal business. good and bad.