Story-Listen to your Customer
Ferruccio was originally a farmer who also manufactured tractors. His business was very successful and he was among the most wealthy in Italy. He owned Ferrari among other supercars. The Ferrari used to give him constant trouble. Being a mechanic, he tried to fix the problem and found out that his Ferrari had the same clutch as used in one of his tractors.
“All my Ferraris had clutch problems. When you drove normally, everything was fine. But when you were going hard, the clutch would slip under acceleration; it just wasn’t up to the job.” Was his constant complaint.
Ferruccio went to the service guys regularly to have a clutch rebuilt or renewed, and every time, the car was taken away for several hours and he was not allowed to watch it being repaired. The problem with the clutch was never cured,
So Ferruccio decided to talk to Enzo Ferrari; owner of Ferrari. He had to wait for him for very long time.
‘Ferrari, your cars are rubbish!’ Ferruccio complained. Enzo Ferrari got furious. “Lamborghini, you may be able to drive a tractor but you will never be able to handle a Ferrari Properly.’ Ferrari replied. This was the point when Ferruccio finally decided to make a perfect car. That was the day Lamborghini got born and rest is history.
Learning from the story
1. Listen to your customer seriously and act on it.
2. To be customer-centric organization; build a strong feedback mechanism in business to receive record and act on the feedbacks from Ideal clients.
3. Give the highest priority to areas causing repetitive problems, complaints.
Questions to ask ourselves
1.Do we have robust customer feedback mechanism in place?
2.What are the areas responsible for repetitive customer complaints in my business?
3.What are other ways I can build a customer-centric organization to stay relevant in these changing times?
If you want to build a real customer-centric organization having ideal clients; consider this as a personal invitation to our half-day seminar. Here’s what I commit, you will learn in this Seminar
1. How to at least DOUBLE your income.
2. How to build a valuable business which can be sold in part or full if needed.
3. & How to PUT your Business on AUTOPILOT, which WORKS and GROWS without you.
*_HURRY very few seats left now_.*
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