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Just Following PROCEDURE, Sir !
By Sanjeev Suri From India of DestiNATION Excellence
It is true that PROCEDURES are a "MUST" for any organization, however small, to function effectively.
However, sometimes procedures set up years ago contradict the very technology
which has recently crept into the system.
Imagine being asked today to produce your National Identity Card in order to buy
a phone / radio etc.
Yet, was it not the case as recently as 40 years ago ? History confirms that the organization which cares for their customers enough is eventually the winner. Whether it be any small shop, a large corporation or even a National Government makes no difference for the above generalization to apply. The comfort level that any customer feels in having to deal with the vendor [ *all the above entities ] is, therefore, of PRIME IMPORTANCE in formulating any PROCEDURES; yet, people responsible for running such establishments often ignore or simply overlook such a simple fundamental truth.
The result is that the shop closes down, the corporation has to wind-up due to losses and governments are either voted out of power -or, where applicable - toppled. History is replete with such occurrences and there is hardly any need to mention specific instances here. Just that, and some people might find it flippant, i updated my WINDOWS this morning and the reminder "you need to.....NOW or LATER" has been annoying me by popping up every 11 minutes ever since [ Why not 10 ? i wonder...
PROCEDURE, i guess ... and the customer be damned !!
Working for a 5-STAR Hotel, i was taken aback at the apathy shown towards the CUSTOMERS [to me, it meant GUEST] & their concerns about comfort in total subservience to PROCEDURES. Procedures, that were ostensibly put in place to accomplish just opposite of what was actually happening on the ground. Have you ever, as a customer, experienced such a discomfort that was attributed to PROCEDURES ? Must have seemed silly from where you stood & irritated you no end. My organization, DestiNATION Excellence, now concentrates on correcting this anomaly in Corporate Behavior wherever "invited" by the management with the gumption to accept a divergence in their "results" vis-a-vis "expectations" in CUSTOMER SATISFACTION. Readers are WELCOME to forward my Visiting Card to whoever falls short of Your Expectations as a CUSTOMER. Whatever happened to the saying : Customer IS King ?
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Contributor's Note
Internet Marketing is an afterthought to buying my son a home PC to help him in becoming an electronics engineer.
However, he puts his RESOURCES to "Better Use" - he has just registered on eBay as a seller & claims "will be financially independent before becoming an engineer".
Let us see...
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If You Agree, BUY ..... for Your Valentine Day GIFT
PLEASE VISIT THE CONTRIBUTOR'S WEBSITE
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