Years ago in a college psychology class, I learned that when faced with conflict, the two human responses are “fight” or “flight” – the choice of either fleeing from the problem or fighting back. Since then I have observed that running or retaliating seem to be the most natural responses. But are they the correct responses?
In his days, Jesus was often regarded as a radical and in many ways, he remains so today. For instance, unlike the psychologists, he suggested a very different response to conflict: “Do not resist an evil person. If someone strikes you on the right cheek, turn to him the other also. And if someone wants to sue you and take your tunic, let him have your cloak as well. If someone forces you to go one mile, go with him two miles” (Matthew 5:39-41). Such responses, he was saying, are the only ways to turn conflict into positive relationships.
Conflicts are a normal part of the human experience. They occur at all levels: in our families, relationships with friends, in the workplace, in politics, in international relations, even in religious environments. How we handle conflict says a lot about us – it reveals our character, as well as our stature in society. Regardless of the setting, accepted rules of conflict resolution are the same. Perhaps this is why Jesus’ teaching about how to deal with conflict seems so contrary to our natural response. It may seem radical, but it can also be very redemptive.
Stanley Marcus, a founder of the upscale Neiman-Marcus department stores, told the story about a woman who came into the store complaining that the tires on her car had worn out prematurely. The store manager explained Neiman-Marcus did not sell tires and did not even have an automotive department. But the woman insisted that she had purchased the tires at Neiman-Marcus and wanted them replaced immediately.
Although he had every right to refute the woman’s claim, Stanley Marcus essentially went the extra mile. He bought her a new set of tires and for good measure, also paid for an oil change. He did not need to do this, but such outrageous customer service made the Neiman-Marcus chain a legend in retailing and enabled them to develop a large, extremely loyal customer base.
All around us, some people always seem to be running from trouble rather than staying and dealing with issues. Others choose to constantly fight, retaliating against every perceived injustice. But Jesus suggested that rather than fight or flight, a third option – to respond with love and understanding – is the best choice of all.
A similar observation was offered by King Solomon of Israel, reputed to be the wisest man of all time. He observed that rather than responding to an angry person with anger, “A gentle answer turns away wrath, but a harsh word stirs up anger” (Proverbs 15:1). Responding to an unkind comment or even a serious spoken offense in a kind manner is a true mark of character. Of the three possible responses to verbal conflict, responding in love and grace is certainly the hardest and requires the greatest strength and self-control.
In the business world, I have learned responding to a problem with love and compassion is the ideal way to build customer loyalty. It is easy to fight back when a customer complains unjustifiably. But if they ask you to “walk with them a mile” and you go beyond that, more often than not you gain a friend – and a customer – for life.
As Stanley Marcus used to say, “The customer is always right.” What he meant is if you treat the customer as if he or she is right, even when they are not, the results will amaze you.
Lutar, fugir ou algo melhor?
por Jim Mathis
Anos atrás, numa aula de psicologia, aprendi que diante de conflitos as duas reações possíveis são “lutar” ou “voar” — uma escolha entre fugir do problema ou enfrentá-lo. Desde então tenho observado que correr ou retaliar parecem ser as respostas mais naturais. Mas será que são as respostas corretas?
Jesus foi freqüentemente visto como radical e, de muitas maneiras, continua sendo visto assim nos dias atuais. Ao contrário dos psicólogos, Ele sugeriu uma resposta diferente para os conflitos: “Não resistam ao perverso. Se alguém o ferir na face direita, ofereça-lhe também a outra. E se alguém quiser processá-lo e tirar-lhe a túnica, deixe que ele leve também a capa. Se alguém o forçar a caminhar com ele uma milha, vá com ele duas” (Mateus 5:39-41).
Respostas assim — Ele estava sugerindo — são a única maneira de transformar conflitos em relacionamentos positivos. Conflitos fazem parte da experiência humana e ocorrem em todos os níveis: famílias, amigos, trabalho, política, relações internacionais e até mesmo na esfera da religião. A forma de lidar com conflitos diz muito a nosso respeito, revelando nosso caráter e estatura na sociedade. Não importa o ambiente, as regras estabelecidas para solução de conflitos são as mesmas. Talvez por isso o ensino de Jesus sobre como lidar com conflitos pareça tão contrário às nossas reações naturais. Pode parecer radical, mas também pode ser muito libertador.
Stanley Marcus, fundador da rede de lojas de departamentos Neiman-Marcus, contou a história de uma mulher que foi a uma de suas lojas reclamando que os pneus de seu carro se estragaram prematuramente. O gerente explicou-lhe que a empresa não vendia pneus e sequer possuía um departamento automotivo. Mas a mulher insistiu que havia comprado os pneus naquela loja e exigia reposição imediata.
Embora tivesse todo o direito de refutar tais alegações, Stanley Marcus mandou comprar-lhe um jogo de pneus novos e, como se não bastasse, ainda pagou pela troca de óleo. Ele não precisava fazer isso. Mas esse tipo ousado de serviço ao cliente fez de sua cadeia de lojas do varejo uma lenda, com uma base de clientes extremamente fiéis.
Parece que à nossa volta sempre há pessoas fugindo de problemas, em vez de perseverar e lidar com eles. Outros escolhem lutar constantemente, retaliando a cada sensação de injustiça. Mas Jesus sugeriu uma terceira opção, em vez de fugir ou lutar: reagir com amor e compreensão. Esta é a melhor de todas as escolhas.
Observação similar foi feita pelo rei Salomão, reputado como o homem mais sábio de todos os tempos. Ele observou que, ao invés de responder com ira a uma pessoa irada, “A resposta calma desvia a fúria, mas a palavra ríspida desperta a ira” (Provérbios 15:1). Responder a um comentário duro ou a uma ofensa grave, de maneira gentil, é verdadeira marca de caráter. Das três respostas possíveis a um conflito verbal, responder com amor e graça é certamente a mais difícil e exige a maior força e autodomínio.
No mundo empresarial aprendi que responder a um problema com amor e empatia é o meio ideal para desenvolver lealdade do cliente. É fácil reagir e brigar quando o cliente reclama injustamente. Mas se ele lhe pedir que “caminhe um quilômetro mais” e você for além, provavelmente ganhará um cliente e amigo para toda a vida.
Como Stanley Marcus costumava dizer, “O cliente sempre tem razão”. O que ele queria dizer é que se você tratar o cliente como se ele estivesse certo, mesmo não estando, o resultado poderá surpreender você.
dezembro 26th, 2009 at 13:18
When I am 100% correct I can be very persuasive.
Is the customer always right? Of course not however what is the difference? I do not need to prove the client wrong in order to persuade them to take a different look and make a new decision. The old saying of why win the battle and lose the war comes to mind trying to prove the client is wrong. Imagine for a second how we feel when we are proved wrong with our thought, work process or our belief structure. It is not a position that we enjoy and why would we want to put our clients into that position.
If we look at it through this perspective we find this happens. A changed mind and opinion that is with us instead of the client remembering how important it was to prove them wrong. If I leave a client and I know they have the wrong impression, then it is my fault and not theirs that I was not persuasive or compelling enough.
When I am 100% correct I can be very persuasive.
Posted by Richard Hilliard from Elite Sales Professionals
dezembro 26th, 2009 at 13:18
Guide & drive
In my opinion a real salesperson should “guide and drive” the customer to the possibly mutual best result. When a customer pulls the brake, a good salesman should try to switch driving place and let the customer to drive a bit, making him wish to switch back. This would be the ideal process, if not fulfilled completely the customer is the last one driving (and supposed to be kept happy).
Posted by Matej Gat from Elite Sales Professionals
dezembro 26th, 2009 at 13:18
You must understand !!
Some interesting thoughts above.
I have worked in sales for 10 years across many industries worldwide and my view is fairly simple…
It completely depends on the personality of the customer, every single customer is different and if you apply a one size fits all strategy then you will not be 100% successful.
Sales people must adapt their script, strategy and tactics to each and every customer in order to succeed. I can’t believe no one has mentioned this!!!!
If a customer is asking you for a solution (or showing signs):
As the sales person we are normally (and should be) far better educated in our products and service than the customer. It is therefore our responsibility to educate the customer in the pros and cons of each option.
If the customer is a dominant person and needs/wants to be right:
You need to show them that you have product knowledge, make subtle suggestions of possible alternatives but always ensure they think they are in the driving seat.
1) you must understand the psychology of the customer
2) you must understand what is driving them, what are their objectives
I hope this helps
Jon Newton
;o)
dezembro 26th, 2009 at 13:16
No – the customer isn’t always right.
No – the customer isn’t always right. And so sometimes they need to be told so, tactfully, but truthfully. Warren Buffet said “I never deal with people who give me a headache or a stomachache.” If we “fire” 10-15% of our own customers every year, as we should, then of course some of them were “wrong.” And the reason for a company’s existence is to provide for the material/financial needs of its employee/owners – not to live for satisfying customers (read anything by Jack Stack of SRI). Happy, motivated, respected employees will tend to take care of customers quite nicely. Companies that provide great customer service usually have happy employees. Southwest Airlines would be a good example.
Posted by Wayne Millheim from Elite Sales Professionals
dezembro 26th, 2009 at 13:16
Captivating…
I stumbled upon this thread (better late than never), and found it captivating…. because I find some customers that are plain WRONG or better put: they simply don’t understand. Regardless, I want to solve their problem. I still need to sell my customers on a solution. Even if the customer is NOT RIGHT, as long as I understand what the end-goal is, I can typically deliver a BETTER solution that is either less expensive, consumes less resources, or better performing. Getting them to understand the win-win is typically an easier task than doing something inefficiently or creating a bad product.
Once, the customer understands the gains involved, they typically are willing to do it the way with a better ROI.
Posted by Robin Herrington from Business Intelligence Professionals
dezembro 26th, 2009 at 13:16
Easy answer…
Well – the answer is rather easy – every company; corporation in America their whole reason of existence is to satisfy their customers needs; without a customer there is no company; so the answer is : Yes The Customer Is Always Right. if a company has some many complaints by treating their customer bad sooner or later – that company will have financial problems.
Examples: Most Airline Cos, Most Cell Phone Carriers, — just need to read their latest financial report.
Posted by Juan Barrera from Elite Sales Professionals
dezembro 26th, 2009 at 13:15
Always right
The customer is always right and it is our job to find a way tosatisfy them. The problems lie in economics, we can;t aford to give them what they want so we try to give them what we have or what we can or we do nothing, the other problem is that some customers are unaware of what they need and a true sales professional will try to find what that is and try to enlighten the customer to achieve that A Ha moment when they realize that you gave them what they needed and not what they asked for.
Posted by Michael Feher from Elite Sales Professionals
dezembro 26th, 2009 at 13:15
Let the customer think…
Guys Really!
Unfortunately the customer is not always right, especially in the beginning. It is our duty as sales professionals to understand their Pain Points or needs, educate our customers, and deliver solutions. The easiest way to make a sale is to overcome objections before they arise. If you first seek to understand their Pain Points or needs then educate the customer as to how your product or service can be the solution to improve or eliminate those Pain Points you will take away any objections. I am not saying that there will not be exceptions, but it will cut down on the time spent hashing it out with prospective customers.
*The easiest way to make a sale is to let the customer think it is their idea!!
Posted by Joseph Keith from Elite Sales Professionals
dezembro 26th, 2009 at 13:14
Right or correct?
Interesting point all the way around – I have come to teach (and have been taught) the customer is always right, however the customer is not always correct. The customer is RIGHT in the way they feel, and the way they want resolution to their problem/scenario they are presenting to you. As long as all parties are able to understand both sides of the coin, both ends of the stick, and the customer REMAINS your customer things will always turn out for the best. Don’t give away the farm to a client unless they are willing to help you tend it and do some chores…..
Posted by Squire Pettis (USCGA “95)
dezembro 26th, 2009 at 13:14
from A to B
I have always approached it as … I drive a Cab .. and the “Fare” always needs to get somewhere .. It is my job to get the Fare to their destination on the most direct SAFE route … Now the Fare may believe that there is a shorter route .. but as a Trained Professional “Cabbie”, I know the route that the Fare demands is filled with danger and leads to areas that will cause the fare to raise due to added tolls and certain delays, where idle time cost is drastically more than progress time.
My true job is to be a consul to the Fare and fulfill the Fares need to get from point A to point B …. Set expectations and fulfill needs by “Under” promising and “Over” delivering .. That always keeps the customer Correct …..
To expand on Mr. Cohen’s point … “Today’s complaint .. is Today’s OPPOTUNITY”….
Posted by Scott Hartz – Principal Consultant and President of – at The GriffRex Group LLC
dezembro 26th, 2009 at 13:13
Always
My take on this is that the customer is always right about something! And a good salesman finds out what that is and proceeds from that point.
Today’s complaint is tomorrow’s objection.
Posted by Harlan Cohen MBA, CPIM
dezembro 26th, 2009 at 13:13
Great discussion
Deni,
In short this is a great discussion. I have come to believe the following:
The customer is not always right but they are always the customer. Maybe not my customer and maybe not your customer but they will be someone’s customer.
The real question is not about the customer being right or wrong. The real question is do we want that customer or do we want to give that customer to our competitor.
Thanks for the thoughts!
Posted by Jason Rosen
dezembro 26th, 2009 at 13:12
Two rules
The most successful Retail store in the world (measured as a function of Sales Dollars taken per square foot of space) is that of Stu Leonard in the US. They have a sign hanging up which is very prominent that says “Two Rules for Business. Rule 1 – The Customer is always right”. Rule 2, “When the customer is NOT right – see Rule 1″ I have to say I like that! The customer is always right in one regard, that they FEEL upset when something has gone wrong. Since we cannot possibly argue about how another person is feeling we must assume that on this level at least, the customer is ALWAYS right. I suspect this is what Lyle meant by having the customer believe they are right.
The customer therefore may not always be right about the facts of his complaint but he is invariably right about how he feels about it. In my experience, an unhappy customer is not always looking for a large financial remedy to their problem but simply to be taken seriously and dealt with with dignity. I have found on many occasions that empathy and a genuine “I’m sorry” make all the difference. Customers do not expect us to be perfect, they accept we are human and will screw up from time to time, they just need to know that when we do (and when they complain) that we will behave as though we give a damn.
Posted by Fred Mills from SalesBlogcast.com
dezembro 26th, 2009 at 13:12
No…however…
No, The customer is not always right….however, 98% of the time you make sure the customer “believes” that they are “always right” and service them accordingly. That said, there will be times a business needs to “fire the customer” as the cost of servicing them far exceeds the revenue.
Posted by Lyle Gray from SalesBlogcast.com
dezembro 26th, 2009 at 13:10
Great question
The customer is always reight, they make the final decision as to who they will do business with. the story, famous in customer service circles and put into the spotlight by Tom Peters in “Thriving on chaos (by the way it was not Neiman Marcus but Nordstrom) was an example on how how far Nordstrom would go to satisfy the customers. Nordstrom is a legend in that field and the story made the point.
I’ve had similar experiences in my professional life and one of my competitor even told me once that they used to hate me when I was sales manager of a company I won’t name. His point was that as long as I was in the company, his company was not able to make headways. He also told me that he and his sales force loved me after I left the company and that was confirmed by some of my customers.
The point is customers want to be taken care of, they are doing us a favor to dio business with our company and if you treat them well, they will stay loyal to you. There are always exceptions to the rule, but the challenge they face us with gives us an opportunity to win customers for life and fantastic sources of referrals, in the end, the question is, what is it worth to you
http://gadeyne-us.spaces.live.com/
dezembro 26th, 2009 at 13:09
Mutually agreed
I’d have to say that yes, the customer IS always right from the customer’s perspective. Where things unravel is when the customer has expectations but no real expertise.
It’s part of our role to get to the bottom of what the customer wants, elaborate it and rephrase it to mutually agreed aims and objectives.
Posted by George Brennan from Business Intelligence Professionals
dezembro 26th, 2009 at 13:09
A good discussion you initiated here…
Deni, ok now I get it
First, as the quintessential customer advocate for XSPRADA, and someone who’s had a lot of consulting experience, I can’t agree with you more. I don’t know about the love & compassion thing (that sounds a bit overly emotional to me) but certainly respect is necessary. Customers are indeed always right, unless they’re completely irrational of course but in my experience that’s more than extremely rare. Either way if you cannot put yourself in your customer’s shoes, then IMHO you have no business being either in sales or in a service-based business (which is 99% of businesses).
On the split issue, I don’t believe it’s either possible or advisable to behave one way in person and another in business. In my experience, successful sales people are first and foremost _genuine_. What you see is what you get. And you cannot fool people anyway. I’m as passionate in my personal life as I am in business and as relentless in both modes about “doing what’s right” and not doing to others what you wouldn’t want done to yourself. It’s worked for me. Your mileage can vary
In these issues btw I would refer you to Guy Kawasaki’s numerous writings on the topic of sales, influencing and building meaningful businesses. All of which are first and foremost about selling the human factor first.
I’ll get off my soapbox now
— A good discussion you initiated here I think.
Posted by Jerome Pineau
dezembro 26th, 2009 at 13:09
Inspiration
Deni, you have inspired a new blog posting
http://mybannerstandtv.wordpress.com/2009/06/23/searching-for-myth-right/
Posted by paul holland from On Startups – The Community For Entrepreneurs
dezembro 26th, 2009 at 13:08
Customer is always right, is not always right. Customer is a consumer who is appearing in front with endorsed/ forced opinions to him/her by his/her known people. It becomes our own responsibility to make him/her aware of the facts and truth. Give the info by explaining all the risks, am sure customer will start considering himself being dependent on the value addition what we provide.
Posted by vinay kumar from On Startups – The Community For Entrepreneurs
dezembro 26th, 2009 at 13:08
They HAVE the right…
Customers always make a very good observation about the value of your services in terms of quality, delivery,accuracy and value addition. In today world, it is very important to understand what the customer is trying to tell you about our products/services,(they might not always be right), but they always have right to say and the difference between Good Companies and Great Companies are consistenly listening to Customer Feedback, analysing the same and constantly adding value for Future
Posted by Nikunj Shah from On Startups – The Community For Entrepreneurs
dezembro 26th, 2009 at 13:07
Yes, but…
Customer is always right as long as you are not threaten by his/her wishes. This is how I see it.
Posted by Nenad Raca (nenad (at) aduro.hr) from On Startups – The Community For Entrepreneurs
dezembro 26th, 2009 at 13:06
No
The customer is not always right – but they are always the customer.
Posted by paul holland from On Startups – The Community For Entrepreneurs
dezembro 26th, 2009 at 13:06
Parabéns
Muito interessante o artigo, Deni!.
Abraço!
Posted by Fran Winandy from ASSOCIAÇÃO DE EXECUTIVOS DO BRASIL
dezembro 26th, 2009 at 13:05
Flexibilizar…
Esse assunto é muito delicado, e como dizia um professor meu, “suscita paixões”… Rs…
Infelizmente, existem clientes que, em função de uma flexibilização nossa, passam a exigir mais e mais flexibilizações, o que acaba constituindo uma relação abusiva. Em face disso, eu defendo que devemos flexibilizar e resolver os problemas de nossos clientes, sim, mas ao mesmo tempo devemos prevenir para que a mesma situação não ocorra novamente.
Se aquela pessoa ou empresa que você quase se matou para satisfazer a vontade voltar para uma nova negociação, acho que nunca é demais conversar de antemão todos os detalhes, para que não haja um novo abuso. Outra solução, que eu particularmente acho muito perigoso e não recomendo, é a de recusar novas negociações com esse cliente abusivo (algumas empresas fazem isso sutilmente, inventando agendas cheias ou preços absurdamente altos para incentivar a desistência).
Um grupo de empresas americanas criou um banco de dados online de clientes abusivos, senão me engano, denominado “Business Beware”. Nele, as empresas associadas trocam informações a respeito de maus clientes, para que todas possam se prevenir contra eles. Seria isso correto? Não sei. Eu não ficaria feliz em ver meu nome em um banco de dados de clientes problemáticos, mas ao mesmo tempo também não me agradaria ver meu nome em sites como o “Quero Reclamar”. Ao mesmo tempo que muitas reclamações são justas, algumas são injustas… Como diz nosso amigo Erick, psicologicamente muitas das razões dos clientes são infundadas, mas serão sempre válidas juridicamente.
Em suma, eu acredito em flexibilizar, encantar e prevenir. Jamais entrar em conflito.
Abs
João Jorge
dezembro 26th, 2009 at 13:05
Dor de cabeça
Em todas as relações sempre há conflitos, considerando que cada pessoa é única, pelas suas experiências e a forma de como enxergam o mundo. As empresas (pode-se entender como grandes ou pequenas organizações ou simplesmente uma pessoa) tem seu produto a ser vendido porém cabe ao cliente dizer ser isso será benéfico ou não à ele. Algumas vezes ocorre a frustração com o bem adiquirido por não suprir as necessidades. Esta frustração fará com que o cliente busque seus “direitos”, pedindo extorno do valor do produto ou debatendo a idéia “comprada”. O cliente alegará propaganda enganosa – o seu produto não tem os efeitos conforme anúncio!
Pela visão jurídica, isso é causa perdida para a empresa. Entramos nas vias de fato. O cliente soube interiorizar corretamente as informações no anúncio? Ele utilizou filtros para poder julgar se realmente o produto era bom para ele?
Antes de comprarmos algo, como bom consumistas, temos que analisar o produto para sabermos se realmente ele suprirá nossas necessidades e sair do jargão de que só porque é bom para ele, será bom para mim também.
Cada cliente é único, assim como cada pessoa. Cada um possui as suas necessidades. Compete ao cliente esta análise. Com isso concluo que o cliente, perante o Judiciário, tem razão, mas psicologicamente falando, acredito que na maioria das vezes não terá razão.
Para ilustração da conclusão, usarei a cultura dos remédio para dor de cabeça. Você tem uma colega de trabalho com dor de cabeça. Você, solidário a dor de cabeça da colega, oferece o comprimido que para você é bom – isso quando ela não te pede – e sem pensar, ela aceita. Neste caso, houve a “comercialização” de um produto. Será que esse comprimido curará sua dor de cabeça?
Abraços, Erick Mendes
dezembro 26th, 2009 at 13:05
Marcio, o verso 10 do capítulo 5 do evangelho de Mateus diz “Bem-aventurados os que sofrem perseguição por causa da justiça, porque deles é o reino dos céus”…quem disse que a jornada seria mole…?? Na verdade o que nos foi dito é “…no mundo tereis aflições, mas tende bom ânimo, eu venci o mundo…” – João 16:33.
Pra completar, lembre-se de que Paulo escreveu aos Colossenses (3:23) dizendo “E tudo quanto fizerdes, fazei-o de todo o coração, como ao Senhor, e não aos homens”…
Sendo assim, seja um bem-aventurado, tenha bom ânimo, vença as aflições e faça tudo como ao Senhor…tenha muito cuidado com as verdades que você tem vontade de dizer…lembre-se de PARA QUEM elas podem estar sendo ditas…abs/db
dezembro 26th, 2009 at 13:04
Realmente!
Oi meu caro Deni… que benção esta palavra. Vem de encontro ao que tenho vivido a mais de um ano na empresa em que trabalho. Nesta empresa fui vitima de afronta e desrespeito por parte de alguns colegas, mas nunca revidei com a mesma palavra ríspida e mentirosa. Tenho suportado mentiras, afrontas pelo fato de eu ser cristão, fofocas e tentativas de puxarem o meu tapete. E ainda agora, para ajudar, a pessoa que me persegue indicou uma outra pessoa amiga para um cargo que estava disponível na empresa. Adivinha? Contrataram a pessoa que a outra indicou. Agora, se somam para tentar me derrubar, mas não vão conseguir, pois eu estou firmado na Rocha Verdadeira, e desta Rocha ninguém pode me derrubar. O problema é que as vezes sinto vontade de falar umas verdades. Não sei se devo agir, pois é muito incomodo viver e trabalhar desta forma. Abraços e Deus abençoe vc sempre!
dezembro 26th, 2009 at 13:04
Mauro, thanks for your precious contribution. I do agree on your comment about to built on true/db
dezembro 26th, 2009 at 13:03
Built based on true
Yes, the customer is always right, but not necessarily fair. I share the idea that we should go further the customer’s expectations, but we should also care for not let him/her think we are wrong or failed if we did not. This does not means, we should fight back, just let him/her know that despite not to be responsible for the situation, if we are really not, we are open to understand his/her problem and absolutely willing to help him/her find the best solution, even if we have to go one mile ahead. I believe that healthy partnership has to be built based on true.Otherwise, it will neither be consistent nor lasting.
Posted by Mauro Ney Lacerda from Council of Executives, Management and Strategic Professionals – Gold Premium Account
dezembro 26th, 2009 at 13:02
Dioneia…obrigado por sua participação…realmente andar a milha adicional é uma excelente atitude não apenas para conquistar clientes, mas para demonstrar interesse real nas pessoas. Investir nossa vida nas vidas daqueles que estão à nossa volta tem retorno garantido e não sofre nenhuma influência das flutuações do dólar ou do preço do barril de petróleo…abs/db
dezembro 26th, 2009 at 13:02
O cliente sempre tem razão….
Devemos saber ler o que o cliente não fala….seguindo o pensamento, dar além das expectativas fará dele um cliente fiel e nossa melhor propaganda.
dezembro 26th, 2009 at 13:01
Dear Sherry…there’s no coincidence but only a special message from God to your heart – and for the other’s readers hearts as well. Not only America is at a crossroads – humankind itself is at a very defining moment to chose between to serve or to be served. So I’d like to thank you very much for your comments and also suggest you to read Servant Leader thru this link
hugs & blessings/db
dezembro 26th, 2009 at 13:00
Great article!
How concidental !! Today there have been a lot of parallel to my thoughts about this very subject but mainly more of God’s truths…
Even tonight after I watched the TV show “UnBroke”, the discussion I had with my mother was along the same lines.
America seems to be at a cross roads, a turning point or whatever acronym you want to call it. There is change happening all around of “all of a sudden”. What was radical last year is suddenly seen as plausable.
The message given was we need to start living within our means…financially.
But to take it a step further to bring back respect in the consumers mind and for the society as a whole, going beyond what is asked for, is what business relationships should be striving to acheive.
Great article! posted by Sherry Adkins from eMarketing Association Network
dezembro 26th, 2009 at 12:59
Vinícius, obrigado por sua participação. Doar-se, entender as razões das demais pessoas a nossa volta, retirarmos o foco de nosso próprio umbigo e tantas outras definições que poderiam ser escritas aqui apenas comprovam que por nossos esforços pessoais jamais seremos capazes de seguir o exemplo de Jesus. Somente quando permanecermos Nele e Suas palavras permanecerem em nós (leia João 15), aí sim – como Seus canais – passaremos a ver que melhor coisa é dar do que receber…abs/db
dezembro 26th, 2009 at 12:59
Razão da existência
Deni, o cliente é a razão da existência do negócio.
Se estamos numa situação de conflito com o nosso cliente, há de se prevalecer a necessidade de se encontrar uma solução e esta, invariavelmente, passa pelo entendimento do ponto de vista e interesse de um outro ser humano.
Nesse ponto prefiro seguir os ensinamentos de Jesus que enfatiza a busca do entendimento e do proveito do relacionamento entre seres humanos. O cliente pode até não se sentir satisfeito com a atitude adotada, mas vc dormirá consciente de ter se inspirado no exemplo maior e baseado suas ações no legado de um líder que perseverou na busca do equilíbrio e paz dos seus seguidores.
Posted by Vinicius Teixeira from Ética – Profissionais Éticos
dezembro 26th, 2009 at 12:58
Dear Tim…thanks for your contribution…hugs&blessings/db
dezembro 26th, 2009 at 12:57
Great post!!!
Great post!!! posted by Tim English from eMarketing Association Network
dezembro 26th, 2009 at 12:53
Que grande verdade, Emanuel…
Você já comprou pipoca em carrinho de pipoqueiro? Lembra de como ele enche o saquinho? Normalmente põe a primeira colherada, bate o fundo do saquinho na mesa, soca com o fundo da colher, enche mais um pouco, repete a operação até que o saquinho transborde, não é mesmo?
A Bíblia tem um versículo que costumo chamar de verso do pipoqueiro. É Lucas 6:38, que diz “dai, e dar-se-vos-á; boa medida, recalcada, sacudida, transbordante, generosamente vos darão; porque com a medida com que tiverdes medido vos medirão também”.
Nossa natureza deseja ser servida…somente o amor de Jesus em nós pode nos fazer desejar servir…fique com Deus/db
dezembro 26th, 2009 at 12:52
o cliente sempre tem razão…
De fato, temos que observar na “escuta” do outro a verdadeira necessidade daquele que o interpela, seja lá de que forma for, a verdade é que sempre que acontecem os conflitos o que se quer é resolver o problema pela via rápida. Assim, Jesus nos deixa um legado para que possamos refletir, pois assim como tratarmos, assim também seremos tratados.