BEND THE RULES for Better Customer Satisfaction !!!
Sumeet Shandilya
Leadership Coach|Trainer|Keynote Speaker|Partner at Positive Momentum India | Consultant | INSEAD Alum | Hospitality Maverick
How many times you as a customer has listened to the standard Answer ?
It goes like this - Yes sir/mam , I hear you BUT this is our process ?
I give you recent example . I bought a health insurance for my parents from a great company .
Initially their tied up premedical centres were not giving suitable slots for my aged parents .
They bend the rules and allowed my parents to give their premedical test at nearest centres.
They bend the rules . Though they did with lot of back and fourth and approvals .
However they win my trust and loyalty. I would suggest that company to some friends definitely.
In todays world its not customers , it is one customer , one at a time you have to make your customer happy.
And honestly speaking it does not cost a lot.
It needs a progressive mindset, attitude and great culture.
So are you ready to bend the rule for your customers ???
The choice is yours ? Bend the rules or loose to the competition !!
General Manager | Hospitality Leadership | Driving Operational Excellence
8moFlexibility and customer-centricity are indeed crucial in today's competitive landscape. It's about understanding that every customer is unique and being willing to adapt to meet their needs. Companies that prioritize customer satisfaction by bending the rules when necessary are likely to build trust and loyalty, ultimately gaining a competitive edge. Recommend reading the book “Unreasonable Hospitality” by Will Guidara to get a better insight.