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How did your client feel about doing business with you? The answer to that question will decide if you live or die, succeed or fail, win or lose in business. Profits come from repeat customers, and repeat customers come from happy—not DISsatisfied customers. There, I said it. The first of many “DIS” words (DISsatisfied) that will kill any company. It is just one of many; here are a few examples:
DIScontent: This word refers to a general sense of dissatisfaction.
DISpleased: Means being unhappy with something.
DISappointed: Describes the feeling of dissatisfaction that occurs when expectations or hopes are not met.
DISgruntled: They are irritated or unhappy, often because they feel they have been treated unfairly.
DISillusioned: Refers to the realization that something is not as good as one had believed it should be.
DISmayed: Means being shocked or distressed, usually due to the way they were treated, or the poor quality of the service or product.
DISapproving: Describes a feeling of dislike or negative judgment towards your company or employee(s).
If you want to take your company to the next level, then "go to school" on the quotes below and make them part of your culture. Don’t just put them up on a wall; understand them and LIVE BY THEM. Every decision you make should be customer-focused.
Sam Walton: "There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."
Mahatma Gandhi: "A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him."
Jeff Bezos: "We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better."
Tony Hsieh: "Customer service shouldn’t just be a department; it should be the entire company."
Richard Branson: "The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways."
W. Edwards Deming: "Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them."
Shep Hyken: "The purpose of a business is to create a customer who creates customers."
Michael LeBoeuf: "A satisfied customer is the best business strategy of all."
J.C. Penney: "Courteous treatment will make a customer a walking advertisement."
Robert G. Thompson: "True loyalty is when customers become advocates for your brand without incentive."
Ken Blanchard: "Just having satisfied customers isn’t good enough anymore. If you really want a booming business, you have to create raving fans."
Always remember:
Overhead expenses, salaries, profits, and bonuses ...
your customers pay for them all.
Without satisfied customers,
everything else will soon be commentary.
Satisfied customers will never DISh your company.