CUSTOMER DEFINED


In a discourse in South Africa in 1890 Mahatma Gandhi said this:
“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider
of our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us the opportunity to do so.”
This concept is thriving worth absorbing and putting at the heart of all customer interactions. If we think of the idea of extending warm, welcoming hospitality to the customer with courtesy and attentiveness, rather than offering cool technical efficiency on a transactional basis, expecting the customer to be polite to us rather than the other way round, then we will get closer to the truth of what customer-satisfying service really is.
Self-indulgent customer behavior is not to be seen as a fault in the customer, it should be viewed as a sign that something is wrong with us and our product/service offering. It almost always has a reason behind it. Of course, not conceivable to declare with any practical accuracy what the customer is
a.       The customer is not dependent upon us—we are dependent upon them.
b.      The customer is not an interruption of our work—they are the purpose of it

c.       The customer is not a rank outsider to our business—they is a part of it.

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