Hail to the King
“The Customer is King”, this quote is listed from an “unknown” source – meaning that we can’t offer proper credit to any one individual for this timeless description. However, we can probably assume that they were a business person who truly had a realistic grasp on how to achieve success.
“Do what you do so well that they will want to see it again and bring their friends.” Walt Disney is credited for this quote. I think it is safe to say that he was keenly aware of the importance of creating and maintaining customer and brand loyalty. The success of the Disney Corporation is nothing short of phenomenal. People visit their parks, view their films and buy their brands consistently – time and time again! Another business icon – Sam Walton, founder of Walmart, Inc., offered this quote concerning customer service “The goal as a company is to have customer service that is not just the best, but legendary.” There is probably a Walmart within several miles of most of us. Mr. Disney and Mr. Walton achieved success by exemplifying the quote from the unknown source. In essence – treat your customers like royalty and they will be loyal.
Obviously the first step toward such success is recognizing who your customers are and performing at a level of excellence that will bring them back to your products and services. True brand and customer loyalty is what separates successful companies like Disney and Walmart from the legions who compete with them. The best way to test your customer service and your client’s loyalty is by examining repeat buying patterns. Given the two examples offered – we can say that most of us have been to a Disney movie or park more than once and most of us visit our local Walmart on a very regular basis. The point is that by rewarding your patrons with excellent service and products – you will retain them and they will recommend you to others.
The purpose of my blog is not to review these success stories – but to offer praise and appreciation to the thousands of repeat clients who patronize Harvard Business Services, Inc. and who refer others to our services. As we begin this new decade – we want to say “Thank You!” to all of you. Our statistics show that repeat clients accounted for more than fifty percent of our business in 2009! Stop and consider that one out of every two clients who used our services either came back and used them again or referred another client to us. That says a lot about our fine family of patrons – they are loyal and they deserve the “royal” treatment. It also says a lot about our company and the level attentiveness paid to each of the “kings” that we serve. A thank you must also be offered to everyone at Harvard Business Services, Inc. who apply customer service at such a high level and inspire such a following. Being a sales executive; I often think of another quote “Nothing happens until someone sells something.”
Although this may give some undue credit for customer satisfaction to a respective sales team or representative – one must also consider the adverse – What if nothing happened after something was sold? Harvard truly exemplifies a team effort when it comes to customer service. Everyone plays a very important role and deserves ample credit. The excellence achieved by all demonstrates our royal approach to our service. Again – to all of our fine patrons we offer thanks and we look forward to serving all of you in the coming years!
In closing – I will offer one more timeless quote which was also offered by another Unknown source – “If we don’t take care of our customers, someone else will.”
