Customer C.A.R.E. by Dr Trilogy
Module
| sponsored by Federal-Mogul
Sixty – Real Customer C.A.R.E. Calamities
In Module Fifty Nine we closed off the Trilogy Customer C.A.R.E. Programme with a
Trilogy Top Ten Customer C.A.R.E. hit parade, and two of these songs have relevance
in our contemplation of Customer C.A.R.E. calamities. “I can’t get no satisfaction” by
the Rolling Stones is what your customer must not sing, and “Don’t Let me Down” by
the Beatles is a plea from your customer not to suffer indifference, broken promises
and NO C.A.R.E. Now we need to look at real life examples of NO C.A.R.E. - C.A.R.E.,
which as you definitely know by now, means Customers Are Really Everything.
To do this, we need to evaluate these real life experiences against the Mirror Image of
Customer C.A.R.E. (see Module 53).
THE MIRROR IMAGE OF CUSTOMER C.A.R.E
Cardinal Crimes
Cardinal Rules
1. Over Promise, and Under Deliver
1. Under Promise, and Over Deliver
2. Keeping Your Customer Waiting
3. Informing Your Customer
4. Losing Your Cool
4. Keeping Your Cool
5. Second Best is Good Enough
41091 FM-Motorparts_ABR_ad.pdf
2. Wait on Your Customer
3. Mushrooming Your Customer
5. Only the Best is Good Enough
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9/17/14
10:40 AM
Customer is the rear end of the horse
Customer is sovereign