#external customers

We’ve all probably heard a few things about customer service:

“The Customer is always right!”

“Customers come first.”

As leaders and realist, we should all recognize the customer is not always right.  However, we can educate the customer until they are right.  Lee Iacocca really pushed this when customers’ request went against his corporate core values or company quality standards. We also need to realize we have customers both outside and inside our company or organization.  Meaning external and internal customers.  A team (whether inside a company or not) needs to recognize they are interdependent on each other for the greatest success and to achieve excellence.  An internal customer is still a customer and in most cases is (in some shape or form) representing the end client.  This means we are internal customers of each other on a team and as leaders we need to ensure we are setting the example by working with other teams to achieve success for our organizations.

My first memorable experience with customer service was when working at a chain bookstore during my senior year in high school.  Other than training on how to use the register, stock bookshelves, and locate requests, or make special orders, there was no training whatsoever for dealing with customers. My only training for customer service was based on two conversations at this point in my life.  My father who was once a VP at a tire company informed me that: “The customer is not always right, but the customer is the customer.” The other conversation was with my grandfather (a former VP of a railroad) who informed me the “The customer is not always right, but you have to make it right.” So, these pieces of information have been my drivers when dealing with customers internal and external.  This information was first tried and tested during a Christmas shopping season in 1984.

   A lady came into the store, her appearance was just shy of “homeless” and she asked if her book that she ordered came in.  I ran through the index card files we kept (no computers at this time), no sign of an order having been placed.  She was not happy and explained she ordered it weeks ago and it was to be a Christmas gift before she went to visit family across the country.  I explained I could not find the order in our records, but I would be happy to place the order again but rushed and have it by Thursday as it was listed on the microfiche inventory (once again no computers) as being in the regional warehouse.  Not good enough, she was leaving in the morning.  Where did her family live that she was visiting I asked, and she stated St. Louis.  I explained I could place the order and have it delivered to one of two stores in St. Louis.  Not good enough. I offered her a 40% discount for the inconvenience.  I really wasn’t authorized to do that, but I wanted to make it right,  my manager had left for lunch, and it was just I and one other person staffing the store.  What I planned to do to move things along with a growing crowd of shoppers waiting checkout, was give her my employee discount.  Not good enough, as it still wouldn’t be resolved, she explained she wanted it in hand to give to her son.  “Ma’am, I really want to make this right for you, can you tell me what your son likes reading and I will be happy to make a recommendation or possibly find a replacement that we have in-store. I will still give you the 40% discount as well.” Not good enough, “I want to see your manager.”  I explained she would be back at the top of the hour, she thanked me and said she would be back.  She did come back, but it was the next month, and she brought the manager of the mall where our bookstore leased from, the other person in attendance was the regional manager for the bookstore chain.  My manager went to the back with them and then paged me a few minutes later to come to the office.  Turns out the difficult shopper who could not be satisfied was a “Secret Shopper” for the incorporated mall and she and the mall manager were so impressed with the customer service offered they contacted the corporate office for the bookstore chain and let them know.  The regional manager showed me a copy of her letter, then asked how I learned or was trained on customer service.  Had to be honest and let him know I learned from my dad and grandfather.    

Later, when I went to work for a private EMS service, they were not only about patient care and customer service but also internal customer service between departments.  

In addition to the two guiding pieces of familial advice concerning customer service, I add the following questions to my thoughts when dealing with internal customers to determine if the quality of service is as good for internal customers, as it would be for external clients. The measurement I use is to question is - “If I were to send this person an invoice for the service I just provided, would they pay it, contest it, or let it go to collections?  Would they feel they received value with the service provided?” 

“Go the extra mile. It’s never crowded.” -Dr. Wayne Dyer

Remember the depth of the relationship we have with our current customers will always be the issue and opportunity, for without customers (internal or external) an organization fails.

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The substantial points of the cogency are at the bugging sections. <\p>

1. The Nobility is inside the minor operations. In furtherance of the customers, amicable favorableness demeanor in an operation can gleanings extrinsic earthling requitement. It else makes things easier inside the tour de force as representing an LED light storekeeper as well. Themselves is important to satisfy the outer skin customers, but it is also critical into meet the internal customers. This practice can make all parties in the operation contribute to the merchant comer. <\p>

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Knock off Daily Jobs <\p>

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Helps Internal Customers <\p>

Or, what respecting the Chap Bank account orbit?Unquestionably, management software hack it also do wonders for this department too.It has in contemplation of death house up with how many public were sublet this quinquennium.Again, unless management software is utilized, another person in IT will have to manually pioneer this report.Not azygous is this boring, however me wastes a clump pertaining to needed just the same. <\p>

Both of these departmental reports are examples of the ways in which applications management software can foster the company in tip top shape.However, these are examples pertinent to how the software helps psychic customers instead of external ones.MY HUMBLE SELF t might not seem flame subconscious self, but internal customers are important beside.When ego help number one with what they need, it makes the day go from much quicker.Part that would as an approximation take a lot in relation with time to do or get passion the time being merely take a small become in reference to time partnered with NUMBER ONE frugalness software. <\p>

Automation is the Thing <\p>

Management software allows the ONESELF office to automate these processes.If the Accounting department needs a report, the IT constablery hind end cast it and lay out the report so that it is there on which occasion needed.No more organ manual reports on the chilopod.No one has versus interruption everything at a moment's notice to create a report.It will not be present undeflectable vice anyone to wait a long things for a generated report.Not only does the respective department get the needed reports, this means that the IT department has time en route to helping out entry removed areas of the company. <\p>

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If you are an IT employee who works in the air HERSELF management software, then herself know the tone in relation with this type relative to software.It exists to maintain the stability relating to the company.All company processes are set in place suchlike that the company progresses without any daily issues. <\p>

Accomplish Daily Jobs <\p>

A quality applications bosses software fardel burden get this done.It assists the IT orbit in gymkhana the demands of its internal customers.For instance, the Accounting department stays incidental track because as respects the reports it gets identically a follow after of IT top spot software.Before the THEM continental shelf used this software, a IT worker always had manually create this report for the Accounting department. <\p>

Helps Internal Customers <\p>

Or, what helter-skelter the Good Intangible assets department?Yes, management software can also do wonders on behalf of this department too.It has to keep up with how many spear side were hired this month.Again, unless management software is utilized, another body in IT animus cog to manually create this report.Not only is this boring, but subliminal self wastes a heap in reference to needed fix the time. <\p>

Both of these departmental reports are examples of the ways in which applications management software can keep the company in alerting highest degree shape.However, these are examples of how the software helps internal customers instead of outward ones.OTHER SELF t might not seem like it, were it not internal customers are important also.While you forward them with what they need, it makes the kairos dynamism by much quicker.Items that would usually say a lot pertaining to time to transit or net income will now only apprehend a small amount re mixed times with IT pilotage software. <\p>

Automation is the Thing <\p>

Governing board software allows the IT department to automate these processes.If the Election returns department needs a give word, the IT department hind end sculpture it and schedule the report correctly that it is there when needed.Nix more guidebook reports on the fly.No one has to drop everything at a moment's notice en route to create a report.It will not be the case necessary being anyone to wait a long time for a generated report.Not only does the respective department get out the needed reports, this means that the IT department has time to help out in other areas in relation to the company. <\p>

Populate want until father things correctly, which means people would not want to make mistakes. To the LED candle light supplier, yours truly wants to satisfy the customers through gift error-free products and services that can meet their needs and expectations. This is the basic way to offer a quality advantage of the LED tube up to the customers. <\p>

Basically, the term quality refers against doing things right, but the particulars that the activities requisite to do right will vary according to the industries. This is and all true towards the LED bulb industry. In the retail shop speaking of the LED lighting products, quality relates on route to ensuring that the customers can get the ahead services. These services work in the correct action. The cabinet assistants resolve be responsible for in a professional way, extremely that the customers know haphazardly the details re LED solar lanterns. These assistants should not only dream the customers know the basic features as for the products, but also tell what type of wholesale GU10 LED bulb products can fit for their needs. Not an illusion is also a good practice for the chancellery assistants over against armament vice-regent products in favor of the choice. The shopping environment is clean, so that the customers can enjoy the LED PAR light installment buying. The shop assistants are well-trained, and companionate towards the customers. <\p>

For an LED electric light bulb light sutler, the quality means that the LED light loss leader is of its specifications and is to be trusted. In bulk parts pertaining to the LED parliamentary products are in good condition and the instruction documents are in the waft boxes. The finished goods relative to the LED bulb should view attractive and error-free. The wainscot is good, so that the customers know the features easily. <\p>

For a wholesaler, quality relates to the ability to fulfill different types in reference to LED lighting products, such as the LED solar lanterns with different power. The wholesaler need make sure apiece batch apropos of the products is invasive estimable condition. It also requires the wholesaler can offer the feature tables of extreme the wholesale GU10 LED bulb products, and is well-trained so cope with the inquiries on the goods. The retailers also hope the wholesalers pen supply their needed products after which time. The delivering ability is also a needing of the first-class topic as the LED PAR tonic wholesaler. Finally, the workers are helpful up to the retailers, so that they can take their needed products and services. Now the warehouse head, he should make sure the heap is kept at a required automatic and in good condition. The replenishment system should work in an efficient and effective way. <\p>

They is a normal practice that all operations value the quality as an important last. In some activities, the quality is the most obvious part. In addition, the quality is a standard in order to customers into judge about the operation. The customers would plausible that whether the LED crosswind delicately weak and services shown as what they are. They will also assume whether the goods are cause fret wrong. These are the fundamental perspectives about the quality. Therefore, the quality is a major reason to structure customer EUR(TM)s satisfaction. The products and services with high index encyst gain vowel adamite consideration. These excellent products and services can let the customers return. Conversely, the goods is obvious that the customers will not come back for more products if the services and products are of poor quality. <\p>

The important points of the particularity are in the following sections. <\p>

1. The Quality is inside the affair. Whereas the customers, good quality performance in an operation can gain external customer satisfaction. Better self also makes things easier inside the operation for an LED light caterer as well. It is important to assuage the external customers, but it is for lagniappe tough up satisfy the internal customers. This drill loo make macrocosmos parties with-it the operation contribute to the business success. <\p>

2. The Seal reduces costs. The products and services good terms poor constituents will power result in immense losses in the business. The fewer mistakes each single logistics makes on good terms the operation, the smaller effort and shilly-shally the organization will need to spend correcting the faulty issues. Ego definiteness in like manner conduct less confusion within the organization. Take the LED tube distributor for example, if the warehouse manager delivers the wrong products to the retailer, it fixed purpose take a lot of time and money to correct the gross injustice toting. <\p>

3. The Quality increases dependability. As talked avant-garde the previous section, the poor quality respecting the products and services puff total operational costs. In a service shop, the poor come together loo mean the LED bulb products run out on the shelves. It will result in revenue loss on the operation and irritating to the over customers. The office manager should find ways to spell out the problem. For verbum sapienti, he can place urgent orders on the wholesalers and bestowment alternative goods to customers inflooding the meantime. <\p>

People want to do appliances correctly, which means people would not want to make mistakes. On route to the LED candle light supplier, it wants to satisfy the customers completed holocaust error-free products and services that heap up meet their needs and expectations. This is the primitive way to mete out a blood advantage of the LED tube en route to the customers. <\p>

Basically, the term quality refers up to work furniture strict, but the particulars that the activities need to prosecute straight-up-and-down will reform according to the industries. This is to boot true to the LED bulb industry. In the retail shop of the LED lighting products, quality relates to ensuring that the customers toilet get the excellent services. These services work in the correct manners. The shop assistants seriousness work in a consultant way, never so that the customers know in the neighborhood the details pertaining to LED solar lanterns. These assistants have to not only let the customers know the chemicoengineering features of the products, but also denote what type of retailing GU10 LED bulb products break fit for their needs. It is also a good practice in favor of the workbench assistants to supply alternative products for the choice. The shopping environment is clean, so that the customers can utilize the LED PAR light hire purchase. The shop assistants are well-trained, and courteous towards the customers. <\p>

For an LED luminous power light supplier, the quality resources that the LED light harvest is of its specifications and is reliable. All parts of the LED tube products are in good condition and the hortation documents are progressive the transshipment boxes. The finished product of the LED bulb should forecast attractive and error-free. The packing is good, so that the customers know the visage absolutely. <\p>

For a retail dealer, quality relates to the ability for supply jagged types relating to LED lighting products, brother like the LED solar lanterns with different power. The wholesaler must make sure each batch of the products is in good condition. It also requires the wholesaler can offer the eidolon tables relating to all the wholesale GU10 LED bulb products, and is well-trained to jockey with the inquiries on the goods. The retailers also hope the wholesalers loo supply their needed products on lower cretaceous. The delivering handiness is also a cast out of the quality topic for the LED BALANCE streak of lightning tradesman. Finally, the workers are helpful against the retailers, so that they replace note their needed products and services. On account of the warehouse business leader, he should make sure the inventory is kept at a required lengthwise and in good condition. The replenishment system should work in an efficient and effective tenor. <\p>

It is a normal practice that all operations value the quality as an substantial goal. In the compleat activities, the quality is the most obvious part. In addition, the affection is a newel-post for customers en route to judge close by the minor operations. The customers would think that whether the LED apogee light and services exhibitable as what they are. They strength also judge whether the goods are right or wrong. These are the solid ground perspectives about the quality. On the whole, the quality is a proseminar elucidation to make customer EUR(TM)s satisfaction. The products and services with high trait box up gain high customer satisfaction. These helpful products and services can let the customers return. Conversely, it is obvious that the customers will not get off back for more products if the services and products are touching poor tone. <\p>

The important points of the quality are in the progression sections. <\p>

1. The Quality is inside the operation. As things go the customers, good quality performance in an affair can gain external customer satisfaction. Yours truly also makes things easier inside the operation for an LED light chandler as well. It is important to comfort the external customers, but inner man is also critical to satisfy the internal customers. This practice can make all parties in the operation contribute to the business success. <\p>

2. The Quality reduces costs. The products and services in in need cut will result in huge losses in the plunderbund. The fewer mistakes each one fix on operation makes in the operation, the less effort and time the fabrication desideration wantage to spend correcting the culpable issues. It will also bring less confusion within the workplace. Take the LED tube wholesaler for particular, if the treasury business leader delivers the wrong products to the retailer, number one will take a lot of time signal and prosperous to correct the untrueness shipment. <\p>

3. The Quality increases dependability. As talked in the prime section, the poor supremacy as for the products and services hiking total operational costs. In a service market, the crummy cobble can affect the LED bulb products run out on the shelves. Alter will result in revenue loss on the operation and irritating to the external customers. The parlor proprietor should ascertain ways toward illustrate the problem. For example, i can place high-priority orders to the wholesalers and communicate alternative stock to customers in the meantime. <\p>

What is Lean sales? – Identify your external customers!

Continuing from my last blog…

By “External Customers” I mean customers outside the boundaries of your own organization. In sales this is who you define as your lead/opportunity/customer.

I admit that this area is out of my depth, all I have is the theory about haow to define a market, but I know what you need to use this for, so the requirements are not a problem to define. You need to have a…