Satisfaction value is one of the core marketing concepts which the business man must be concern. Customer do some purchase decision is not just base on the price and product quality, but also the service.
This is the logic explanation, if you sell a good product with a good price, it will attract customer to come and buy it from you. But if the buyers have to wait for slow service, the buyers feel not comfortable with your body language, the buyers see the terrible and massy shop, and buyers feel not like a king, well… it means the buyers only do the transaction once and that the last transaction in your place. So… in long term, your business will be broke, because you do not services the customer well, and the customer will move to other place which comfortable to negotiate.
So… as a business people or customers, we have to think that we always get relation with other people every day, socialization itself make a good impact to your services and your friendship (and also your money if you think business). Running a small shop, a mini market, a barber shop is not just selling thinks, but also the after sales service will increase your performance in your job.
Lately, I went to Mandiri Bank, and when I made transaction, I saw an old lady who seemed so confuse when she done the transaction, because that was the first time she using her bank account. She wanted to withdraw a small amount but she didn’t know that she has to use the ATM card for confirmation. And she didn’t know the PIN because the account has been made by her son who didn’t in Jakarta, but she had to withdraw the money to pay the hospital payment at that time.
Because the urgency, the teller and customer service suggest her to go to the Main Office Bank to do the transaction, which mean that she didn’t have to know the PIN of her ATM. But she didn’t know the place of the Main Office, and also didn’t have transportation, but seems that the people in that Bank are already trained by their own philosophy as service company, ‘serving with heart’ (melayani dengan hati). I was quite surprise when they commit to take the old lady to the Main Office by motorcycle. Usually people in the bank just like robot, if you didn’t follow their rules, so please try to fix your lack of data, and after that you can back to do the transactions.
So… make your customer comfort, not let them confuse, try to solving the problem (which means the problem come from yourself, your product or your rules, your services) suppose not make you busy and feel tired because you have to do extra after sales service, but it’s part of your long life achievements.
This is the logic explanation, if you sell a good product with a good price, it will attract customer to come and buy it from you. But if the buyers have to wait for slow service, the buyers feel not comfortable with your body language, the buyers see the terrible and massy shop, and buyers feel not like a king, well… it means the buyers only do the transaction once and that the last transaction in your place. So… in long term, your business will be broke, because you do not services the customer well, and the customer will move to other place which comfortable to negotiate.
So… as a business people or customers, we have to think that we always get relation with other people every day, socialization itself make a good impact to your services and your friendship (and also your money if you think business). Running a small shop, a mini market, a barber shop is not just selling thinks, but also the after sales service will increase your performance in your job.
Lately, I went to Mandiri Bank, and when I made transaction, I saw an old lady who seemed so confuse when she done the transaction, because that was the first time she using her bank account. She wanted to withdraw a small amount but she didn’t know that she has to use the ATM card for confirmation. And she didn’t know the PIN because the account has been made by her son who didn’t in Jakarta, but she had to withdraw the money to pay the hospital payment at that time.
Because the urgency, the teller and customer service suggest her to go to the Main Office Bank to do the transaction, which mean that she didn’t have to know the PIN of her ATM. But she didn’t know the place of the Main Office, and also didn’t have transportation, but seems that the people in that Bank are already trained by their own philosophy as service company, ‘serving with heart’ (melayani dengan hati). I was quite surprise when they commit to take the old lady to the Main Office by motorcycle. Usually people in the bank just like robot, if you didn’t follow their rules, so please try to fix your lack of data, and after that you can back to do the transactions.
So… make your customer comfort, not let them confuse, try to solving the problem (which means the problem come from yourself, your product or your rules, your services) suppose not make you busy and feel tired because you have to do extra after sales service, but it’s part of your long life achievements.
No comments:
Post a Comment