Ok, I’m not trying to be cute. I want to remind us to follow Ritz- Carlton’s lead. You may recall their world-famous mantra –WE ARE LADIES AND GENTLEMEN SERVING LADIES AND GENTLEMEN.
You know what I mean if you have stayed at a Ritz-Carlton Hotel. They do not consider their business as a hotel business. They are in the EXPERIENCE business. The expectations are simple from top to bottom—create an unbelievable experience with every customer encounter. The focus for Ritz Carlton is always on the customer, making them feel like they are staying in their home. Indeed, this is a good model for all leaders. We need to know what customers want and need and how your services can impact their business and life.
I like what Martin Daum of Daimler Trucks said, “We need products and services that cause the customer to happily give their money as if paying for our product is their opportunity to say thank you.”
We need to get the perspective of our customers. Not just current and future ones, but the past customers also. If you lose a customer, would you happen to know why? Would you happen to know where they went and why? You are not trying to win them back. You do want to learn from the loss—just a brief reminder—the best leaders make connecting directly with their customers a regular discipline.
Today there are more ways than ever to stay connected. Bottom line- we need to lock into your customers to understand OUR business from THEIR perspective. This can be a win–win.