Alchemy for Managers Weekly Tip – guest post from Paul Matthews.
Last week I went to a hand car wash that had recently opened nearby. My car was pounced on by seven people and literally within minutes
it emerged clean and sparkling. I was impressed.
The team boss was watching, and he gestured to one of the men to re-polish the back bumper. I could not see a mark on it, but he wanted it
redone. Now I was VERY impressed!
I happily parted with my money and drove away thinking that I really had to tell people about
this car wash.
Don’t ask your customers, either internal or external, if they are satisfied. That is not enough. Ask them if they would recommend you, and hope you get a response like ‘definitely’, ‘without hesitation’, ‘absolutely’.
If you don’t get that response, what do you need to do differently?
Remember, it is the customer’s perception that counts. There may not have been a speck of dirt on my car bumper, but that little act had a big
impact on my perception.
Article by Paul Matthews
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