I must admit that I cannot hide my interest in the concepts of: customer satisfaction, improvements, quality of service, in short everything related to the concept of quality, since it is a dynamic, interesting and always very current topic, it is for this This is why I have decided to write this modest essay, hoping at least to distract the attention of more than one interested party.
My interest in the subject is such that when I visit a store, supermarket or any organization where I can buy a product or service, I always pay attention, more than in the place, to how the establishment's staff treat customers, for example The following qualities are striking:
1.- Respect for the client
2.- The willingness to attend and understand my requirement.
3.- The enthusiasm
4.- The courteous and friendly treatment
5.- The timely and truthful response.
It is evident that not all people have all these attributes, however when it has been my responsibility to be cared for by "unkind" people in most cases I am cordially letting them know, with the aim that the official gives feedback and reconsiders his attitude, the result is that the vast majority are upset, some justify themselves, others say nothing or are distracted and a minority give thanks for the constructive criticism received.
However, I must admit that I find it tremendously gratifying when I receive a very good service to say to an official: thank you very much for your attention, you are excellent in what you do, I am very satisfied, I will buy again or require your service as long as you need it and I will recommend you to my acquaintances; Obviously, whoever receives these awards rewards me with a smile and usually tells me “we are here to serve the best possible”.
I consider that poor care is a sign of a mean attitude and poses the challenge of how to face our own limitations, how we are ready to change and ultimately to improve as people and as workers, for the benefit of ourselves and others Whether we like it or not, we are social beings and we must always interact.
There is a very pertinent biblical quote to these cases that says: "DO NOT DO WITH OTHERS WHAT YOU DON'T LIKE THEM TO DO WITH YOU", which when put into action brings many satisfactions, inner peace and pleasure to live every moment of life.
With regard to dealing with clients, I remember a case in which my skills, character and perseverance were put to the test to maintain a good and healthy relationship with a client.
It was more than 4 years ago when the Administration Committee of a building decided to buy the first two elevators from us, and when checking the quality and efficiency of the Mitsubishi elevators, it decided a year later to buy one more elevator from us, with which, according to what it told us He was very happy with both the installation and the subsequent maintenance of the elevators.
Everything was going well, until the client began to fall behind in payments to the point of asking us for a restructuring of the balance of his debt in 36 monthly installments (over 3 years), although it is true the client communicated his financial condition to us in a timely manner, it is also It is true that this was a very particular case, since never before had a client requested such a period of time, to summarize the client began to cancel the first year according to the subscribed plan, but then gradually began to delay, apologizing that the residents did not They canceled in time to finance the fee, however such an excuse became repetitive and it was already bothering me too much, and I made it known to him in the most diplomatic way possible., (Although inside me, I could hardly contain the desire to tell him no was so irresponsible and abusive,given the facilities that we had given him), as if this were not enough, on some occasions he asked me to intercede so that some minor repairs that he requested were expedited, which I did without hesitation. Although he was always willing to pay but with delay, the debt was obviously going down more slowly.
One day an administrator from another building community called me, saying that he had received very good references from our debtor client, and that he needed to quote elevators for his building, although it is true I referred him to the respective department, it is also true that he surprised me the gesture of our debtor client and even more so when I found out a few weeks after that the elevator purchase contract had actually been signed.
The previous situation was repeated a year later, with another building community that also called me and that was recommended by our debtor client. Clearly, by now his debt had dropped by 90%. The patience of listening, trusting and waiting for our client paid off, finally he already has the kitty pending payment and is normally paying his balance along with the monthly maintenance and thank God a very cordial and respectful communication is maintained.
I began this essay with the logic that many of us use "to see the straw in another's eye and not see the beam in ours." It would have been very easy for me to express an opinion and judge how others treat me and without having had any experience in this regard, it would also be ineffective. However, having lived the previous experience and others, has enriched me and made me mature as a person and professional and I have been able to transmit and share them with my co-workers. There is no doubt that these experiences test our abilities to maintain a relationship: courteous, friendly and concerned about serving the client in the best possible way, believing that the fruits of that sowing will germinate over time and will bear very precious fruits.
Undoubtedly, patience and understanding are not achieved in the short term, but they are cultivated little by little until they get to know the most specific needs of the client, always considering that the main infallible links are trust and positive and fluid communication..
It is known to all of us that as the market becomes more efficient, competitive and clients more informed, this requires us to have a greater ability to provide feedback with what the client tells us and to maximize our effort in terms of the service we provide.
Being convinced that working with excellence (without errors) helps directly or indirectly to achieve the objective of our Company, is of vital importance when it comes to serving our client, who is who receives the service, that is, when I do a job from the in the best possible way and thinking about collaborating and benefiting others (family, co-workers, clients and others) then we will be paving the way to success and the result will be that we will be recommended, recognized and the best.
Finally I wish to state that I have understood; that the satisfaction of my client with a high quality service is the consequence of a sum of attributes put into practice that we must cultivate day by day and that must be understood as part of our spirit of improvement, and additionally it answers the question: How do I want to be qualified and positioned in my company and by others? I list these attributes below:
1.- Commitment and love for work.
2.- Positive attitude and impeccable presentation.
3.- Ready and suitable to serve.
4.- Ingenuity and creativity in solutions.
5.- Deference and respect for the client.
6.- Openness to teamwork.
7.- Willingness to continuous learning and change.
Thank you very much for your attention.
