There are countless definitions of success, but in this book only one: Success is never an end itself; it is a natural by-product of helping our customer succeed. If our customer succeeds, we succeed. Pure and simple.
Expecting our customer to succeed, first and foremost, is not a slogan - it's a mind set. It's a way of thinking, acting, planning and doing, that changes everything about a company's relationship with it's customer.
In sales, it means "stop selling and start helping". A sale is not something we pursue, it's what happens to us when we are immersed in the process of sincerely helping and serving our customer.
In service, it means "stop telling and start listening". True service is not a list of off-the-shelf solutions - it's a constant process of discovery. To be of real service, one must be willing to constantly discover what the customer truly wants and needs - and then provide it.
In delivery, it means "no surprises". To ensure success, our customer expects and deserves delivery "as promised, when promised and for the amount promised." and if there's ever a problem, we'll be the first to say so, and we'll stand behind it and make it right.
Beautifully gift wrapped or added to your current hamper selection.
