Remember the old saying, “the customer is always right!” What does that mean to you? Is it appropriate today when you have, “we are recording for quality…..,” “the computer answers the phone.” You are sent to Asia.” “Impossible to reach top management.” Maybe your customer is really a necessary “evil.” How do you feel about this?
Another way to look at it is ‘the customer is important’. Toyota does this well: Highlighting the mission statement is a commitment to being a company that customers will choose and will feel good about having chosen. Toyota has expressed that commitment with the slogan: “Rewarded with a smile by exceeding your expectations”.