From fox small business by Walter Dailey of DSV | June 26, 2013
Walter speaks of his experience with a national food chain and he saw poor customer service. Despite upgrading of the premises, the menu, the apathy of the staff towards the customer was noticeable - they were not attentive to the customer, were clustered together and talking about non business topics. He tried another location and it was the same. The marketing strategy died on the day he saw this problem
I have kept repeating since Day l when we put up our first business that "business is an entity that creates customer " --Peter Drucker. So without customers there is no business and the first order of the day is to have excellence in customer service and everyone must put that into their heads. No ifs and buts. Therefore hire only people who like people (customers) and our system must revolve on sustaining high level of customer service, developing new products and service t meet customer needs and wants.
