customer delite

The most sought after phrase and that which makes the rounds across all corporates and the management spending time and money by the tons to ensure this "customer delite".Who is this customer?What is his delight expectations?is he king/is he always right as is always spoken about in training sessions?Is there some place where one can draw a line or is it a shifting goalpost?
Having been here in this line and through the years of meeting "customers"one wonders if there is a real solution of delight or is purely Einsteins theory of relativity that prevails.You come across various individuals with varying demands,reasonable and unreasonable expecting that only if these are met that he would be delighted.Now if you don't live up to his "expectations" then in your audit calls you get rated below par and all the efforts and money put into improving your Customer satisfaction scores go waste.The agencies wont make money if they don't get a chance to work with you, hence they keep you on a roller coaster at times.
The demands based on the demographic and psycho graphic profile would vary and i would say a whole lot matters on how one uses 99% commonsense and 1% luck in handling that situation.The speed of response, the body language, the tone and gestures, the sincerity and empathy shown, the intent to genuinely deliver matters.
One can ask for the world but if portrayed in the right way at the appropriate time would certainly deliver better scores and delighted customers.High end customers don't mind getting their big bucks splurged on a Maserati but would haggle for an accessory or add on and expect that free!!Tons of paperwork and analysis could be avoided if your keep things simple and be genuine.Don't ever sit on the fence and procrastinate.Get out there and solve an issue if at all.Multiple conversations lead to many interpretations so simpler and shorter you keep , sweeter it is.The german way I would put it as its getting to the point in the shortest possible way.
Small things go a long way and we tend to overlook these small things when we go all out to address the bigger parts.This is the issue.The customer has an ego that needs to be massaged no doubt but it might slip out of your scope and bloat!!Then what?deflate it?Instead walk across on his side and view the world from behind his eyeballs and that helps as you live his experience.In short if you treat your customer as "yourself" you would delite him 100% as only you know what suits you best.So get into his shoes and behind his eyeballs and have fun.It gives you another perspective.