Think, Act & Live up to Customer First Principle

In my earlier foundational article on customer loyalty, I walked you through clarity on vision, service philosophy and core values. The key philosophy of beyond exceptional customer service is exceeding customer expectations. How can you make your customers happy? In every interaction, you have with customers on the sales or service floor, like selling the car or fixing the car make sure that the customer is smiling.

What makes beyond exceptional service culture?

After years of experience and coaching, my answer is a “Exceptional Service Mindset”. A Exceptional Service Mindset is all about putting customers’ need first by walking in the customers’ shoes. Exceptional people in such an exceptional environment think, act and live up to the “Customer First Principle” to consistently deliver majestic customer service on the service floor to each of their customers every single time. Customer Delight is their first and foremost priority.

Let me share with you Toyota’s Customer First Principle:

 Putting the CUSTOMER needs ahead,

                 followed by the DEALER

                                      and then the COMPANY.

WHY Customer First Principle?

People should:

• Act as a catalyst for change, act as value enhancers & creators, not firefighters and in the process move the people within the company/dealership towards action to elevate the customer experience.
• “WOW” every customer, give them the experience they are looking for.
• Rather than merely satisfying customers, go the extra mile & delight them.
• Create exciting customer experience for both existing and potential customers throughout the “Customer for Life” cycle. 

How it will be implemented?

• by explicitly understanding the true essence of service vision, philosophy and core values.
• Implementation of service vision, philosophy and core values on “live it” basis on the service floor.
• essentially through Cross-Functional Collaboration.
• think, act & live up to the Customer First Principle in what we do as a team (requires a paradigm      shift/fundamental change in the way we function & operate).

Let me ask you the following questions:

Being a world-class and remarkable Service Leader are you living with the Customer First Principle on your service floor?

Are your actions creating delight for your customers and colleagues?