Customer Service..

“From this day forward, I solemnly promise and declare that every time a customer comes within ten feet of me, I will smile, look at him in the eye, and greet him. So help me God.”
The above oath is actually given by Sam Walton to over one hundred thousand Wall Mart Associates via TV satellite link in the 1980’s
Nordstrom has the following advice to their employees: Our no.1 goal is to provide outstanding customer service. Set both your personal and professional goals high. We have confidence in your ability to achieve them. Nordstrom rule no.1: Use your judgement in all situations.There will be no additional rules.Please feel free to ask your department manager, store manager or division general manager any question at any time.
Jim Nordstrom the founder of the company was asked how a Nordstrom clerk would handle a customer attempting to return a dress that had obviously been worn. Jim Nordstrom replied:
“I don’t know. That’s an honest answer. But I do have a high level of confidence that it would be handled in such a way that the customer will feel well treated and served. Whether that would involve taking the dress back would depend on the specific situation, and we want to give each clerk a lot of latitude in figuring out what to do. We view our people as sales professionals. They don’t need rules. They need basic guideposts, but not rules. You can do anything you need to at Nordstrom to get the job done, just so long as you live up to our basic values and standards.”
There are several other companies whose vision and mission statements includes lofty ideals which they strive to achieve. It is also important that some kind of spiritual principles are added in the vision and mission statements and to work culture.
Henry Ford in describing the relationship between people, products and profit has commented in 1916: “I don’t believe that we should make such an awful profit on our cars. A reasonable profit is right, but not too much. I hold that it is better to sell a large number of cars at a reasonably small profit…I hold this because it enables a larger number of people to buy and enjoy the use of a car and because it gives a larger number employment and good wages. Those are the two aims I have in life.” Ford transformed the American way of life for 15 million families with the affordable model ‘T’ by reducing the prices by 58% from 1908 to 1916. At that time Ford had more orders than he could fill and could have raised prices. Mr. Ford kept lowering them anyway even in the face of a shareholder suit against the practice and during the same era he boldly introduced $5 a day for workers which at roughly twice the standard industry rates.
The Wall Street Journal accused Henry Ford of “economic blunders if not crimes” which would soon “return to plague him and the industry he represents as well as organized society.” In a naïve wish for social improvement, declared the newspaper, Ford had injected “spiritual principles into a field where they do not belong”- a heinous crime- and captains of industry lined up to condemn “the most foolish thing ever attempted in the industrial world.”
You will notice from the above examples that a great company provides their customers great service. The staff of the company looks for every opportunity to do something extra and to fulfill the mission and vision statements. This means that every member of the staff should raise himself to a higher standard of quality and efficiency in his work. Then, and then only we can face any melt down or any recession or depression. I would conclude this article with the parable of the black belt. Picture a martial artist kneeling before the master sensei in a ceremony to receive a hard earned black belt. After years of relentless training, the student has finally reached a pinnacle of achievement in the discipline.
“Before granting the belt, you must pass one more test,” says the sensei. “I am ready,” responds the student expecting perhaps one final round of sparring.“You must answer the essential question: What is the true meaning of the black belt?“The end of my journey,” says the student. “A well deserved reward for all my hard work.”The sensei waits for more. Clearly he is not satisfied. Finally the sensei speaks. “You are not yet ready for the black belt. Return in one year.”A year later, the student kneels again in front of the sensei.“What is the true meaning of the black belt? Asks the sensei.“A symbol of distinction and the highest achievement in our art.” Says the student.The sensei says nothing for many minutes, waiting. Clearly he is not satisfied. Finally the sensei speaks. “You are still not yet ready for the black belt. Return in one year.”A year later, the student kneels once again in front of the sensei.“What is the true meaning of the black belt? Asks the sensei.“The black belt represents the beginning- the start of a never-ending journey of discipline, work and the pursuit of an ever-higher standard,” says the student.“Yes. You are now ready to receive the black belt and begin your work.” (Adopted from the book –Built To Last