Sun Tsu's art of delighting customer

Program words of wisdom:-
War is like a game of who wins or lose.

A business whose customers start to go elsewhere becomes the paramount concern to take every opportunity to delight both it’s internal & external customers. 5 interesting edicts are as follows.

Strategy 1
“He who can modify his tactics in relation to his opponent and thereby succeed in winning may be called a heaven-born ed captain”.
Learn to modify what you are doing, improving on it & differentiating your product or services so you stand out from the crowd giving your customer something fresh & interesting.

Strategy 2
“There is no instance of a country having benefited from prolonged warfare”
Quickly identify any grievance and acting swiftly to resolve it effectively. Placate the customer and provide quick recovery.

Strategy 3
“Know thyself- know thy enemy”
Know your strengths & weaknesses enabling improvement on the former & minimize the latter. Assume your customer as the “enemy” you battle to win him over in fulfilling his needs and delighting him too. Customers drive your business and if you are unable to go the extra mile to satisfy their needs and wants, then you will lose the battle for their loyalty.

Strategy 4
“ What the ancients called a clever fighter is one who not only wins, but excels in winning with ease”.
Master the art & science of customer service to manage all kind of customers- especially the difficult ones. Do not be complacent & takes customers for granted. Be alert to relationship threats.

Strategy 5
“In battle, there are not more than 2 methods of attack- the direct and the indirect; yet these 2 in combination give rise to endless series of manoeuvres.”
Assess the situation to see what is the best course of action, constantly review new initiatives to ensure delighted customers keeps coming back for more. Example of a “direct” method is how we treat our customer during his visit to our plant giving him a very good impression of your company. “Indirect” method could be discounts or frequent update of production progress.

Kacak5 Management