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Showing posts from June, 2013

Treat The Customer As A King Or As A Child?

What is common to dealing with a king and a child? Both need to be made to feel special. However, that’s where the similarity ends. The difference lies in the feelings we carry towards a king or a child. For the king, the reason for making them feel special could be anyone of reverence, deep respect, convenient political correctness, vested motives or plain fear. In the first two cases, the drivers are positive feelings while the in last two the drivers are negative feelings. Quite clearly, we do not always treat someone like a king for the right reasons. In contrast, the reason why we want to make a child feel special is sheer love, compassion and goodness. Pampering is essential to customer delight. But blind pampering is detrimental both to the parent and the child. The parent stretches without commensurate value creation, while the child gets spoilt. Therefore when parents deal with children the focus is the child and his/her best interest. When subjects deal with kings,