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1. Bring 'em back alive.
Ask customers what they want and give it to them again and again. |
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2. Systems, not smiles.
Saying please and thank you doesn't ensure you'll do the job right the first time, every time. Only systems guarantee you that. |
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3. Underpromise, overdeliver.
Customers expect you to keep your word. Exceed it. |
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4. When the customer asks, respond positively.
Period. |
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5. Fire your inspectors and consumer relations department.
Every employee who deals with clients must have the authority to handle complaints. |
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6. No complaints? Something's wrong.
Encourage your customers to tell you what you're doing wrong. |
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7. Measure everything.
Baseball teams do it. Football teams do it. Basketball teams do it. You should too. |
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8. Salaries are unfair.
Pay people like partners. |
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9. Your mother was right.
Show people respect. Be polite. It works. |
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10. Better them.
Learn how the best really do it; make their systems your own. Then improve them. |
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Total Score = ____________ (out of 100 points) |
