Image credited to paramount.com
Customers are like women and children, they value
themselves, and they want to be promoted, appreciated and hold in high esteem.
Any human being will feel at home in the hands of those that promote and
appreciate him.
In my early years of hunting for job in Lagos, of
all my numerous kinsmen, I can never forget one that took time to appreciate
me, telling me how intelligent I am, how I will easily get job within the
shortest possible time. I discovered one thing that whenever I am with him, my
ego swells, and I feel that I have already secured the job. It was that zeal and
strong magnetic impulse that drove me to get my first job in Xerox.
But there is one thing that I value this man, he
takes time to talk to me positively, telling me not to mind those negative
people that say there are no jobs in Lagos. Though I have other kinsmen who
took time to tell me that there are no jobs, telling me about negative part of
Lagos, though they gave me money, when I am going but I value this man who does
not give me anything but takes time to lift my ego, it was that ego lifting
that drove me in those days. It rekindles my faith and brings the job nearer to
me. He takes time to talk about me, even though I had nothing.
Dr William King noted that “A gossip is one who
talks to you about other people, A bore
talks to you about himself. And a brilliant conversationalist is one who talks
about yourself” Lebouef ( 2000:35)
Continuing Lebouef noted “that in today’s world
professionalism has little to do with what you do for a living, it’s how well
you do what you do that separates the pros from the also-rans. The mark of true
professional is that by his conduct, he gives the customer excellent value for
his dollar as the customer perceives it. And there is no better way to build
perceived value than by tailoring your efforts to benefit each individual
customer”. Lebouef (op cited)
And when we do that we are customizing, we are in
the era of customization, not that customer is king, but it is equally good to
tailor our service deliver to customer’s specifications and requirement. No two
customers will exactly have the same desire, expectations etc.
In customization, it is imperative we know the
names, title and aspirations of our customers. The customer’s aspirations have
a lot to do in carrying on with the essential requirement in maintaining a
cordial and harmonious relationship with a customer. I have step into a
customer’s premises and immediately I discover that the customer is a
politician, I took time to see the brandings, symbols in his office and I have
to follow, in a way that even though I am not a politician, but being mindful
of what you will say in such dispensation may make or mar you.
As National Pension Commission strategizes on
lifting the transfer window, which according the AGM, Public Sector, Abba
Mamman has been militated by the rising cases of double and multiple pins. He
went on to say that what wlii ensure the success of PFAs in surviving and
keeping their customers in the event of the lifting of the transfer window is the
quality and efficiency of customer service. But to me what will ensure that is
the ability to customized, sterling bank calls it the one customer. But I call
it customization, the need for customization cannot be over emphasized, each
customer has its specific needs and tailoring the services of PFAs to the needs
of the specific customers will long way, in ensuring the satisfaction of these
customers.
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