That reminded me of the time, when I become a stock broker. I had one of the guys in the office tell me:
"Take care of your clients and your clients will take care of you"
that was my first learning experience with giving great customer service... back in 89.
You need to take care of your customers like they are "somebody important" ( and I mean truely feel that they are important to you) and until you finally realize how important that is you really don`t know how important it is.
Like the saying "you don`t know, what you don`t know, if you don`t know you don`t know it". If you understand that one, you must have come to the ralization that there is so much information in this world and each of us only know one little peice of it
This learning experience doesn`t come right away for most people because when they get their first job they are in their teens and all they are worried about is getting their pay check.
Another learning realization I had with my current employer.
I was taking care of a customer one day , and he was being a jerk( very rude) and asking for something that I thought was unresonable, and I believe most people would have agreed with me. But with the Companys` attitude of fanatical customer service ( I may have just given away my current employer) I gave the customer what he wanted, even though his attitude lead me to believe that he was the type of customer that was looking for the free lunch and we were going to loose a few bucks on that purchase and never see him again.
I took care of the customer thinking that he got what he wanted and I was likly never to see him. I will tell you to this day this customer shops with us regularly.
It is that is very hard to allow yourself to loose money on a particular occasion not knowing if your going to win the customer or not.
On a different occassion I had won a customer over from the competition and made every effort to please her. On one delivery we were acouple mins late and she complained, acouple deliveries later we arived about 5 mins early she complained again and and we lost her business. I`m sorry when it comes to delivering food, there are to many factors to be able to guarantee an exact time
Analyzing the experiences I just explained gave me a more complete learning lesson than I had realized before.
Don`t ever have a preconceived idea of how a customer is going to behave....whether you are talking about a customer is going to come back or not, purchase an extra product that you may want to recommend or any other aspect about your future business relationship. Everybody has to draw the line in the sand somewhere because you can`t make all of the people happy all of the time..