THOUGHT FOR THE WEEK
Recently I reread a newsletter from Hanford Community Medical Center. I was impressed with one of the articles, which I would like to share with you. It is entitled:
TEN COMMANDMENTS FOR CUSTOMER RELATIONS
1. THE CUSTOMER IS NEVER AN INTERRUPTION TO YOUR WORK.
The customer is your real reason for being in business. Chores can wait!
2. GREET EVERY CUSTOMER WITH A FRIENDLY SMILE.
Customers are people, and they like friendly contact. They usually return it.
3. CALL CUSTOMERS BY NAME.
Make a game of learning customer’s names. See how many you can remember. This is a valuable habit.
4. REMEMBER–YOU ARE THE COMPANY.
In the customer’s eyes, you are as important as the president of your company… probably more so.
5. BE A GOOD LISTENER.
Be a good listener, agree with the customer where you can, and then do what you can to make him happy.
6. NEVER SAY, “I DON’T KNOW”.
If you do not know the answer to a customer’s question, say, “That’s a good question, let me find out for you.”
7. REMEMBER THAT THE CUSTOMER PAYS YOUR WAGES.
Every dollar you earn comes from the customer’s pocket. Treat him like the boss. He signs your paycheck.
8. STATE THINGS IN A POSITIVE WAY.
Choose positive words when speaking to a customer. It takes practice, but it is a valuable habit that will help you become an effective communicator.
9. BRIGHTEN EVERY CUSTOMER’S DAY!
Make it a point to do something that brings a little sunshine into each customer’s life, and soon you will discover that your own life is happier and brighter!
10. GO THE EXTRA MILE!
Always do just a little more than the customer expects you to do. You will be richly rewarded for this habit.
Adapted from “The Customer Signs Your Paycheck” by Frank Cooper, CSP., Frank Cooper Publishing Co., 1989 quoted from Hanford Community Medical Center Update, July 29, 1993 p.1