Friday, March 18, 2011

The Customer is Always Right

Wouldn’t it be nice if this was true? …speaking as a customer, of course. In many situations, it is true, e.g. when taste is involved. For example, when buying a living room set, only the customer knows what he/she wants. However, with some things, like a washing machine, the customer may not have sufficient information. We customers are sometimes tripped up by not knowing what we don’t know.

I bought a large capacity clothes dryer when my children were in college. …bad idea. As empty nesters now, we have a dryer that can’t dry small loads. Most of our loads are small these days. The sales person advised me up front but I was more short-term focused. When my children came home, the washer and dryer ran almost non-stop the whole time they were there. Yes, their student apartments had laundry facilities. But, why do it there when you can get help at home?

At the point where I, as a consumer, recognize that I don’t know what I don’t know, I make a judgment as to the focus of the service that I’m getting. Is the representative with whom I’m dealing servicing his sales target, his supervisor’s scrutiny, his ego, or the customer? My assessment makes all the difference in the transaction.

Since the targets of the MISys Customer Service Department are collective (think Three Musketeers), there’s no debate about why we’re here.

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