A satisfied customer is a good customer - Gabriel Schandl

"Um, the collar doesn't look particularly nice..." I try to cautiously complain. Frau Laimer doesn't hesitate and simply irons over it again without any fuss. I almost didn't dare to say anything, after my last visit to the laundry was dismissed with a similar objection: "It's obvious, if the machine irons it, then it looks like that. You can't expect it to be as good as hand-ironed." I didn't want to argue back then and left. I thought, okay, EUR 1.70 is really cheap and the shirts usually look clean and well-ironed, it's just that the shark collar doesn't look so nice. Frau Laimer corrected this image today. While she ironed over the shirt again (free of charge), she explained to me that the customer has a right to be a satisfied customer, whether it's machine-ironed or hand-ironed. I believe Frau Laimer has understood something very well. What it's all about in business, no matter what. She says she has been in this industry for 20 years. Does it take time for us to understand what matters? In the end, it's relatively simple: We all need happy customers. Who come to us willingly, book or buy from us, and even recommend us on their own. How nice it would be if there were more people who discover in the word "earn" the word "serve" and thus also the sequence in which we should act: Serve, then earn. And of course, a service can cost more than 1.70, the price is only superficial. Very often, we are willing to pay more if the "surroundings" are right, like the mood, the atmosphere, the service, shaped by the personality of the people. Otherwise, there wouldn't be companies like Apple, Weber, or Mercedes: We need 2 things: Special products (or services) and special people who create the "micro-moments" in dealing with customers, very consciously and attentively. For this reason, the employees of Ritz-Carlton Hotels all have a budget of 2,000 euros for each guest, which they can use immediately, without asking, to do something good for the guest (Source: Oberösterreichische Nachrichten, Career & Education, Saturday, February 11, 2017). That's how you enchant customers. For my part, I am already looking forward to my next visit to Wäscherei Wachter in Oberndorf near Salzburg, with Frau Laimer and her team. What will you do next when your possibly dissatisfied customer is in front of you? Or speaking with you on the phone? I bet you already have some good ideas for that... Good luck with that! Warm regards, Gabriel Schandl For more information on satisfied customers, please visit: https://www.speakers-excellence.de/redner/gabriel-schandl-csp-cmc-leistungsglueck.html You might also be interested in: https://sevdesk.de/blog/6-gruende-warum-die-kundenzufriedenheit-wichtig-ist/ http://www.anneschueller.de/files/readyweb/download/Presse_Resonanz_offline/AS/2012/Apotheke.pdf