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Is The Customer Always Right?

 
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RicWillmot

posts: 154

Jan 09, 2008 10:48 PM ET    Quote  Report Abuse
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Here is a link to an article I wrote for the "In Business" newsletter of one of Australia`s largest banks, entitled: Is the Customer Always Right?
 


-------------------------

Ric Willmot
Executive Wisdom Consulting Group
www.ExecutiveWisdom.com
info@executivewisdom.com
Blog: www.ricwillmot.com

Founder of the Society for Executive Wisdom
www.ExecutiveWisdomSociety.com

Strategy for Professionals: www.strategyforprofessionals.com
CraigL

posts: 9051

Jan 09, 2008 11:06 PM ET    Quote  Report Abuse
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The "customer is always right" is not meant to be taken literally.
 
Taken literally, it is not true. The intent of the phrase is to emphasize the importance of the customer, their desires and needs when you interact with them.

Ah, but Roland...in today`s world, that`s the major problem. Too few people understand the use of metaphors anymore, and DO take these kinds of statements literally.
CraigL

posts: 9051

Jan 09, 2008 11:11 PM ET    Quote  Report Abuse
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Here is a link to an article I wrote for the "In Business" newsletter of one of Australia`s largest banks, entitled: Is the Customer Always Right?
 

That`s a really well done article! Not only in content, but also as to writing style. I`m impressed...!
houseofjerkyjanie

posts: 1150

Jan 09, 2008 11:31 PM ET    Quote  Report Abuse
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I didn`t read  Ric`s article, until I read Craig`s comments.  See how word of mouth,.. ...or typing,  works!
 
Thanks Craig.
CraigL

posts: 9051

Jan 10, 2008 12:09 AM ET    Quote  Report Abuse
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If Ric wrote it, which I assume he did....I dunno...probably `cause he said he did!...then I like the idea of quoting himself. I`m gonna steal that, I think. :-D
ELCEO

posts: 43

Jan 10, 2008 2:25 AM ET    Quote  Report Abuse
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Craig, Janie and Roland...all very good comments with different perspectives; they all make good sense. The simple fact is you can`t take the saying literally. Seems like we were kinding responding that way previously on the subject.

I had said I had experience with it for 5 years so here it is.

I developed and ran the National Firefighters 9/11 Memorial Patch project shortly after 9/11. The project was about raising money for the families of the FDNY firefighters who perished using proceeds from the sales of a specially designed uniform tribute patch. Out of 5000 orders in 5 years there were about 10 who I was very suspicious about saying they never received their order. Most of these orders were realtively small and I gave them the benefit of the doubt. Becasue the military became involved, there were issues sending orders to APO (Army Post Office) addresses. I did several re-sends without even thinking about it. In the nature of this business and a firefighter dealing with other firefighters and soldiers, you assume there is this brotherhood and no ones gonna rip anyone off. Obviously because of the donations and the nature of the project, the issue of not paying or ripping off the project would eat away at people over time.
 
There was one guy I was very suspicious about after recending the order 3 times. My gut said yes. Shortly after, his whole station came on board as well as surrounding departments.
 
The other that comes to mind is a guy who ordered and asked to be invoiced. I always sent the order and invoice and 99.8% of the time, the checks came in. This guy didn`t pay for the first order and I went ahead and processed a 2nd. This was my mistake and the projects loss. He never paid for either order. So there was my threshold. It`s different for everyone.
 
So the circumstances vary greatly. Bottom line is the bottom line and what you can afford to lose to give the customer the benefit of the doubt. I was fortunate to receive payment for 99.8% of all orders and had no returns.
RicWillmot

posts: 154

Jan 10, 2008 4:44 AM ET    Quote  Report Abuse
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Here is a link to an article I wrote for the "In Business" newsletter of one of Australia`s largest banks, entitled: Is the Customer Always Right?
 

That`s a really well done article! Not only in content, but also as to writing style. I`m impressed...!

 
Thank you, Craig.
Your comments are VERY appreciated.
Rgds,
Ric


-------------------------

Ric Willmot
Executive Wisdom Consulting Group
www.ExecutiveWisdom.com
info@executivewisdom.com
Blog: www.ricwillmot.com

Founder of the Society for Executive Wisdom
www.ExecutiveWisdomSociety.com

Strategy for Professionals: www.strategyforprofessionals.com
RicWillmot

posts: 154

Jan 10, 2008 4:54 AM ET    Quote  Report Abuse
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If Ric wrote it, which I assume he did....I dunno...probably `cause he said he did!...then I like the idea of quoting himself. I`m gonna steal that, I think. :-D
 
In this instance, I cannot take the entire credit. I do use the technique and I will come to that in a moment. However, in this instance, the Media person at the bank wanted to take my article (which she did almost verbatum) and make it read like an interview.
 
Now getting back to the technique, it is simply the `Media Release` technique of writing. And I hope I do not bore anyone here; but let me give you an example of a Press/Media Release which got me lots of attention and publicity. For those of you who would like to use the media for your business, you are welcome to use this as a template. But also consider using it in writing some of your articles as well, because I do you use the technique specifically to give articles an air of third party credibility, even though everyone who receives it and reads it, knows I wrote it. Go figure!!!
 
START START START

Society for Executive Wisdom Press Release

For immediate release

August 24, 2007

 

You can’t fix stupid or lazy

 

The war for talent is fiercer than ever with record long-term low unemployment. It is increasingly difficult to discover that ‘perfect’ candidate. In days of yore, good jobs were jealously sought and difficult to acquire, which meant the hiring corporation was the plenipotentiary of the unemployed and carried ultimate authority in deciding the successful candidate. But as Dylan said, “The times they are a changing.”

 

Research undertaken by the Society for Executive Wisdom (SEW) has confirmed what is commonly believed, and that is that employers are continually making compromises, adjustments and trade-offs on skills, aptitude and attitude on a regular basis. Furthermore, the Society research has verified that this frequently leads to deficient recruitment decisions; costing the organisation not only money, but time, teamwork, aggravation and inevitably, clients.

 

“Better to know what you are getting yourself into, and how to mitigate the potential downsides, than to be blindsided down the road,” says SEW member Sion Ford, Managing Director of Lab Distributors.

 

CEO and Founder of the Society for Executive Wisdom, Ric Willmot, FAIM MIMC, says “You cannot fix stupid or lazy.”

 

If a candidate lacks some required skills, can you hire anyway? “Certainly,” says Mr Willmot, “provided three conditions exist.”

 

1.    The candidate really is who she says she is. They applied to a position they are unqualified for, and are trying to convince you they can do it. Be careful they do not get ‘too’ convincing, and get loose with the truth regarding their qualifications and past performance.

2.    And, on performance, theirs must be primo. You are already taking a chance on qualifications; do not compound that effort by stretching on diaphanous ability as well. Mediocre applicants … well, wish them the best in their job search.

3.    Can the candidate learn? Make sure the candidate is smart enough to learn additional skills, particularly the challenging kind you have been unable to find. Look for indicators that the person has previously learned on the run. Importantly, gauge their general desire to work when interviewing and investigating their background. Submitting new hires to rigorous additional learning while working with veteran skilled professionals and taking on real business challenges will quickly get them the skill they need.

 

Mr Willmot says, “The problems associated with an ever-decreasing talent pool are not going to evaporate along with Australia’s water reserves. Success will reward the informed and astute employers who can hire for enthusiasm and train for skill.”

 

END END END

 

Addendum: The Society for Executive Wisdom is currently researching the tangible and intangible costs of hiring the ‘wrong person.’ Results will be published on our web site and disseminated when completed.

 

The Society for Executive Wisdom is an association of executives, business owners and professional practitioners from varied and diverse industries. For more information contact Ric Willmot at ric@executivewisdomsociety.com, http://www.executivewisdomsociety.com, or (07)3395-1050.

 
 


-------------------------

Ric Willmot
Executive Wisdom Consulting Group
www.ExecutiveWisdom.com
info@executivewisdom.com
Blog: www.ricwillmot.com

Founder of the Society for Executive Wisdom
www.ExecutiveWisdomSociety.com

Strategy for Professionals: www.strategyforprofessionals.com
CraigL

posts: 9051

Jan 10, 2008 6:25 PM ET    Quote  Report Abuse
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"Yup, I like that," Mr. Landes said in an exclusive interview with Startup Nation`s Electronic Forum software.


RicWillmot

posts: 154

Jan 10, 2008 6:36 PM ET    Quote  Report Abuse
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"Yup, I like that," Mr. Landes said in an exclusive interview with Startup Nation`s Electronic Forum software.



 
Has a nice sound to it, Craig.


-------------------------

Ric Willmot
Executive Wisdom Consulting Group
www.ExecutiveWisdom.com
info@executivewisdom.com
Blog: www.ricwillmot.com

Founder of the Society for Executive Wisdom
www.ExecutiveWisdomSociety.com

Strategy for Professionals: www.strategyforprofessionals.com
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