This phrase is being tossed around all companies who are trying to be customer centric, evaluating each other and benchmarking against leading competitors, as to where they stand, quarter on quarter, year on year viz others.Sometimes we have astonishing results and many of them really don't know how they manage to get such high scores of satisfaction/delight.Others really strive towards excellence and they sustain.Kudos to these.In the retail sector especially in India, and maybe other Asian countries one finds the following.The people selling a Porsche for example have never probably visited a star hotel or for that matter been associated with anything termed premium in his daily life.The potential buyer on the other hand, may be a suave , well attired, high flying global czar or just a plain clothes business man but with tons of money stashed away and not knowing where to splurge.It is here where the litmus test starts.
If we don't gauge the potential correct, we had it.If we do gauge and don't offer him a star treatment we still had it.To give star treatment one should have at least experienced the star treatment ones self to offer the same.e g Dom Perignon champagne in the ELITE lounge, Mont Blanc exclusive Meisterstuck to sign the documents,a Rado or Omega round the wrist to show the exact time,and so on.Is this all necessary to keep the customer delighted.?If so, once he gets used to this treatment he will ask for more and you have to oblige!!If not your ratings plummet.If you give, your costs escalate.What a catch 22 indeed!!He may ultimately buy the product or maybe not.The standard psychology of a salesman being, look at the mans attire, which pen he uses, which car he came in, which perfume he wears and what timepiece he has to show precious time.If he comes in any other attire,poof he is a sundry guy and one doesn't give him that importance.This is where we make our biggest mistake.Judgements.
It's no rocket science and neither do we have to bend , twist so much that we end up getting coiled up like a spring.Just offer the person coming over, the basic courtesies, satiate his ego,he is the most precious thing that ever happened to you and that exists in the world for that moment, and keep smiling.If your attitude is correct, and the approach is honest I think one can deliver delight at all steps.Be it branded jewellery to watches or cars.Don't look down upon the customer even if he is ignorant about your product or a first time buyer or even boasts of having used similar products and not really familiar with the usage.Be polite, take it in stride and make that experience the best ever he would have wanted.Keep things simple and you will find the biggest smile on the customers face.
If we don't gauge the potential correct, we had it.If we do gauge and don't offer him a star treatment we still had it.To give star treatment one should have at least experienced the star treatment ones self to offer the same.e g Dom Perignon champagne in the ELITE lounge, Mont Blanc exclusive Meisterstuck to sign the documents,a Rado or Omega round the wrist to show the exact time,and so on.Is this all necessary to keep the customer delighted.?If so, once he gets used to this treatment he will ask for more and you have to oblige!!If not your ratings plummet.If you give, your costs escalate.What a catch 22 indeed!!He may ultimately buy the product or maybe not.The standard psychology of a salesman being, look at the mans attire, which pen he uses, which car he came in, which perfume he wears and what timepiece he has to show precious time.If he comes in any other attire,poof he is a sundry guy and one doesn't give him that importance.This is where we make our biggest mistake.Judgements.
It's no rocket science and neither do we have to bend , twist so much that we end up getting coiled up like a spring.Just offer the person coming over, the basic courtesies, satiate his ego,he is the most precious thing that ever happened to you and that exists in the world for that moment, and keep smiling.If your attitude is correct, and the approach is honest I think one can deliver delight at all steps.Be it branded jewellery to watches or cars.Don't look down upon the customer even if he is ignorant about your product or a first time buyer or even boasts of having used similar products and not really familiar with the usage.Be polite, take it in stride and make that experience the best ever he would have wanted.Keep things simple and you will find the biggest smile on the customers face.
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