As the retail giant Wal-Mart expands globally, it is spreading the word about its service principles:
The first one is that the customer is always right.
The second, if in doubt about this, refer to the first.
Recently, Chongqing Evening News reported that Ms. Yu of Shanxi, who traveled to Chongqing, ordered a Szechuan dish called "Shredded Pork with Fish" at a restaurant, and refused to pay for it because she couldn't figure out why there was no fish, and thought she had run into a black merchant. Later, the police station police intervened to coordinate and explain the origin of the fish and meat, after persuading Miss Yu to pay to leave.
The report made netizens very happy. Ms. Yu probably didn't know that "fish-flavored eggplant" is also without fish, right? Or she probably doesn't eat at restaurants very often, or else she wouldn't know what to say about "husband and wife lung slices". What about "Ants on a Tree"? Do you have to have a wife in "wife cake"? ......
Ten years ago, near the company there is a "Mengshan bachelor chicken" store, we often order a dish called "soul daughter-in-law". The first time I ordered that dish because of the name of the dish is peculiar, and then came up to see, it turned out to be a small silverfish, shrimp with crushed peanuts, sunflower, dry red chili fried and become salty, fresh and spicy, with pancake rolls of the next meal. Back then, I was probably quite cynical, but also wrote a "crooked dish name catering to who" of a small essay published in a local evening newspaper, I think that the name of the dish is cheap, "destroy three views". According to Ms. Yu's logic, do you have to find a daughter-in-law in the dish?
This is clearly a load off.
Miss Yu as a customer is just a lack of common sense, as a service industry restaurants, if you learn from Wal-Mart's "guaranteed satisfaction" of the service purpose, in line with the "customer is always right" principle, can be successfully dealt with the case! "Customer complaint" incident, not to alarm the police station. Everything has at least three solutions, the store can explain to Ms. Yu "fish-flavored meat" origin, if the store's explanation is not satisfied, you can use the network to ask the Valley Dog asked Dou Niang let other diners around the corroboration, if Ms. Yu also insisted that fish-flavored meat in the fish, then do a fish to her that, and not increase the cost of how much, and may also become a part of the catering industry, but also a good example. Maybe it will also become a beautiful story of the catering industry, giving birth to a new dish ...... to know that everything has at least three solutions ah.
As a 30-year veteran of the industry, I've been immersed in the commercial enterprise for many years, and I certainly know that not all customers are right, just as not all old people are kind. But in the world of business, it's often "win the argument, lose the business," and Wal-Mart founder Sammy Sr. surely knew that.
The incident with Ms. Yu reminds me of a certain day in a certain month in a certain year. I took my kids to McDonald's to order, and a middle-aged woman took a bite out of a cone and confronted the waiter, saying that it wasn't big enough, that it was "so empty in the middle," and that all the cones she'd had before had been solid. The waiter explained that the machine pressed down just to do a, will not cut corners, the little girl probably did not encounter that kind of situation, the middle-aged woman face of the "lawsuit". I as a customer feel that the middle-aged woman is too "thing mom", fuss, unreasonable, a few dollars of the cone shortage of catty short of how much can be short of ah? Her aggressive posture also makes people very uncomfortable ...... not to mention, her daughter is right next to her.
Soon the store manager sniffed over and asked, "What's wrong?" Then he signaled the waiter to make a new cone. McDonald's must know that "the customer is always right ......"
The incident with Ms. Yu also reminds me of New Year's Day, which was the first day of the new year, and I remember it particularly well. The first night we received a complaint from a shopping mall that a TV set had exploded in a customer's house. This was a very serious incident, so early in the morning on New Year's Day, we went straight to the place of the accident as an agent together with the after-sales service manager of the brand manufacturer.
The scene was a mess on the second floor of a residential building. The son, who wore glasses, told us what happened, and his mother, who was in shock and disoriented, didn't say a word. The living room walls are traces of smoke smoke, a 29-inch flat right-angle color TV on a wooden table screen shattered, the bottom of the plastic casing has not completely melted ...... According to the son of that family, his mother just came down from the countryside, a person in the bathroom to wash clothes, the living room TV on, and later heard an explosion ...... then asked for a claim, not only to compensate for the TV set, but also to compensate for the mother's spiritual loss, if not, then 315 on the cast of the newspaper, the newspaper has classmates and so on.
Because it is also a "fire" accident, and the local mall personnel with the local fire, put the TV on the wooden table of a "hot" caught their attention. We took the frightened mother to the local hospital for a checkup (at the merchant's expense, of course) and sat down to analyze the cause of the accident. In order to verify that the fire was not caused by the explosion of the TV set described by the customer, we went to buy a "hot", and found a piece of wood to do the test, the electric hot on the board, within three minutes ignited the board. So the reasoning is: the mother at home to wash clothes, with "hot" inserted in the thermos to boil water, water boiled hot to the restroom after closing the door to wash clothes, because of the lack of common sense, "hot" power is not unplugged, but directly flat on the wooden table on which the TV is placed, the wooden table caught fire, igniting the fire. Wooden table on fire, ignited the TV shell, the tube heat cracked, the process of about half an hour ......
The TV itself will not explode! Firefighters analyzing the scene to determine the incident is entirely due to improper use of electricity by customers. But later, in the spirit of "peace of mind" principle, we still give the customer compensation for a TV set of the same model, the cost borne by the manufacturer. "Peace of mind" is the word I wrote in the application for compensation to the manufacturer, and I still remember it.
The customer, Ms. Yu, who said there was no fish in the "fish-flavored shredded pork," was right; the middle-aged woman at McDonald's who said the cone wasn't big enough was right; and the customer, whose mother caused a fire in the TV with a "hot plate," was also right. ...... because Mr. Sam Walton said. Mr. Walton said:
"Give your customers what they want -- and a little more -- and let them know you value them. Learn from your mistakes and don't make any excuses -- apologize. Whatever you do, be courteous. I once wrote the four most important words on my first Wal-Mart sign -- satisfaction guaranteed."
eye gleaming chat workplace, warm heart talk about life Ding is Ding ID: dsd55555555