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FIB - Scams 101 - Ye Olde Archives
Posted By: Jimbo In Response To: Why some small businesses deserve to fail. Pt.2 (BizNewbie)
Sunday, 26 March 2006, at 10:41 p.m.
That business does deserve to fail -- in fact, as has been pointed out by a lot of people here with a lot of business experience, treating your customers well is what it's all about. This is present in large businesses as well as small -- it's just so much more deadly and noticeable in small businesses.
About 15 years ago, one of those periodic "New Wave Of Management" concepts went through business corporations (this happens every few years... last one that made the rounds was the "who took my cheese" bit) and there was a wave of attempted "corporate change" which took place in meetings. Apparently the theory was "if we hold enough meetings the customers will think we care."
What I see in your tale is a whole lot of little things: the person doesn't understand that customers are valuable, and she's NOT treating the customers in the same way she wants to be treated. I have found that you can layer mandates and orders on people and this doesn't work. But once you hammer it into their heads to roleplay BEING the customer and then be the kind of rep YOU would want to meet, the service improves.
Usually.
There are some folks, however, who just don't get it.
My Alma Mater -- best graduate business school in the Southwest!
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