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December 13, 2010
The Customer Charter of Rights
Far too often we state what we as an organization intend to do for our customers. It’s about time we created a list of things that we, as customers, expect of those that we do business with. Read on and tell me if what I as the customer expects is unreasonable or unrealistic…
I, your customer, have the right to…
> be respected by every employee I connect with.
> feel important as the person who keeps you in business.
> be listened to; no I mean REALLY listened to!
> be the center of attention rather than an annoyance who takes you away from your “real job”.
> guide you in the formulation of your internal rules, policies and procedures.
> determine the appropriate systems and processes by which I do business with you. I expect you to make it easy for me to do business with you.
> have a voice in who you recruit into positions that govern Service Experience Moments. I expect you will present to me people who love humans and who will move heaven and earth to take care of me.
> personalized marketing offerings that recognize my own personal needs, wants and desires.
> NOT be on the receiving end of product flogging. I expect you will create offers that expose me to new experiences that will make me happy and joyful.
> afforded the opportunity of giving you honest yet at times critical feedback on how I am being treated, knowing you will take my comments and make my life with you better.
> NOT be ignored no matter how simple and trivial my request of you might be.
> dazzling service experiences. I expect you to SURPRISE me with Gifts that you give freely with no expectation in return.
> feel the humanity in your organization. I don’t want to constantly confront technology that replaces people. I despise voice response systems and call centers that require me to wait up to 30 minutes for one of your people to answer while I listen to you tell me “Don’t hang up. Your call is important to us”.
> a deep meaningful relationship with you rather than being viewed as a commercial transaction where all that is important is the money exchange from me to you.
> be rewarded for my loyalty to you. I expect Gifts on occasion (not constantly) that recognizes how important I am to you.
> be communicated with regularly in terms of what new things you have that may meet my needs and my feedback on how well you have been treating me.
Seriously, is that too much to ask in a world of fierce competition, plummeting customer loyalty and tenuous organizational survivability? I think not….
Cheers,
Roy
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Posted 12.13.10 at 05:59 am by Roy Osing | Read Comments (2) | Leave a Comment
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Roy, your so right in this article. As customers we are looking for businesses who recognize that we are a benefit to them, not a hinderance or to be taken granted for. My recent experience with a large Telco who convinced me to try their TV option once again proved to me that its ok to misrepresent themselves and their offer, blame me for not talking to the right people and penalize me as a new customer for trying to cancel a service I never got to my satisfaction. As a sales professional for 22 years I continue to work hard to recognize that customers really do mean something to our business.
Thanks for the great article.
ChrisComment by Chris on December 14, 2010 at 10:52 am.
Oh, in a perfect world, this would be true. Sadly, it’s not.
I have always been amused (actually, infuriated) at the irony of Telcos who are in the “communications” business who put up incredible barriers of voice activated nightmares when one calls. Nothing screams “your call is not important to us” louder.
Comment by John McLachlan on February 2, 2011 at 8:09 am.
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