Stead Defines ‘Customer’
And here’s one more from the paper file I’m putting into electronic format to reduce the pile of papers in my life:
During the all-associate broadcast, Jerre Stead shared with the team a memo another associate had sent about defining a customer. Here are the highlights:
- Customers are individual companies with unique needs.
- Customers are struggling with their competitors for success.
- Customers are people with feelings and opinions, therefore relationships and experiences matter.
- Customers will judge us by our performance, not by our words.
- Customers are influenced by every contact with us, each and every day.
Customer “Must Not’s”
- We must not import our products or ideas on customers.
- We must not ask customers to deal with people who cannot make decisions.
- We must not make customers wrestle with our bureaucracy.
- We must not allow any question, issue or awkwardness go unattended or unresolved.
- We must never unpleasantly surprise our customer.
- We must never, never take a customer for granted.
- We can help the customer succeed - make our customers winners.
- We can provide greater value to our customers than our competitors can.
- We can measure ourselves from the viewpoint of our customers.
- We can put decision-making close to our customers.
- We can continuously improve to better serve our customers.