I had a lot of hassles today in one of India’s largest public sector banks. The staff showed absolutely no consideration for the customers. I was reminded of this quote attributed to one of the greatest marketers of concept- Mahatma Gandhi !
“A customer is not an outsider to our business. He is a definite part of it.
A customer is not an interruption of our work. He is the purpose of it.
A customer is doing us a favour by letting us serve him. We are not doing him any favour.
A customer is not a cold statistic; he is a flesh and blood human being with feelings and emotions like our own.
A customer is not someone to argue or match wits with. He deserves courteous and attentive treatment.
A customer is not dependent on us. We are dependent on him.
A customer brings us his wants. It is our job to handle them properly and profitably – both to him and us.
A customer makes it possible to pay our salary “