Wording For Wedding Welcome Baskets Letter

Customer orientation vs. Employee orientation

Dear Reader,

you know for sure the phrase has become the sayings of the modern service economy: "The customer is king " or "The customer is our focus." In a buyer's market bold are those principles certainly a good guide for staff and a clear signal to customers. And let's face it - who is not happy that many companies that are doing business, the customers see as king and be treated that way. Who does not like is the boss in the ring, is being courted not like, even if one in his heart of hearts knows that sometimes it's all about keeping up appearances of customer focus, a lot is just a facade for fear they could leave with loud cursing the store and its competitors to run, which usually cooks only with water.

What in the past week but had to hear from a representative of a large German retailer, made me doubt even on the usefulness of its customer focus. This company is the principle: "The customer is always right" This principle is also at every available opportunity to the employees - indoctrinated - I would have said almost. So: No matter what the customer wants, DU employees are stupid, you people are doing what the client says. I really want as a customer?

• Why I go to a hairdresser?
• Why I let my car repaired in the workshop?
• Why do I buy my new plasma television at a retailer?

Because the employees of these companies are competent they know what they do, they are professional! I do not know or only partially. I am still trying out to cut our little son's hair yourself - old miser. If I'm honest, the hairdresser can see the result to a more from, on the other, the process would not take an hour. But I've saved 10 euros. Great. Fortunately, our son was still no sense of an optimal haircut. I had protested in his place long ago and requires a professional. say

the employees, the customer is always right, ie in reverse to underestimate the competence of its employees. The consequences of this human image Freudian (the superego = company, I = employees) are obvious. The employees feel in their decisions and their action is not confirmed, the motivation for the initiative is lost. For the customer determines what made is. The customer is always right. Almost like the drill in U.S. prisons. The people dull. The Drill Sergeant screaming "crawling in the dirt!" And the prisoners screaming just blunt "Yes sir !!!". (Source: http://www.caica.org )

What a nightmare. For me, absolute customer orientation does not look like this: I have as a client the right to have a company does everything possible to meet my needs, not just my expectations überzuerfüllen. skilled and dedicated employees are indispensable and a motivating, as respectful communication of company policies, the best foundation.

process and information management