Devoted to customer service and the principles of exceptional customer services

The contrast is interesting, Maria, but I actually think the real difference is that between being able to adopt a longer term view over the temptation of short term gains

The reason I say this is that over the longer term all things end up pointing the same way anyway, if a business wants to be successful

There has to be some economic benefit to the business (WIIFM), and there has to be some benefit to the customer otherwise the market dynamics will put the poorer performers to the sword by natural selection (survival of the fittest - no customers, no sales, no business)

In the short term it is possible to perform a "smash and grab" and get away with it for a while. You can ride rough shod over the customer and make a quick buck - but I think it's quite difficult (in competitive markets at least) to do this in the longer term as you simply get found out when customers get wise to it

Ultimately in the longer term customer pressure dictates corporate behaviour. Just as my dogs have learned just what they have to do to get round me - you gradually realise what works and do more of it. So the customer says "jump" you say "how high?". Where there is a monopoly or collusion it is different however, and rip-offs are more commonplace

Shaun

Here's what's wierd. The moment I stopped worrying about the competition and their pricing was the moment I won more business.

I wonder why that is? Used to be that if I went to a presentation I'd try to see if a competitor signed into the Guest book before me, and then think of how to counter what I thought the competitor might say (as if I could ever know).

Now? I just worry about my own stuff.

So, as for changing the mindset... yes. I IGNORE the competition because I know they do their stuff OK, as do I. But I focus on understanding the client rather than the competitor. Strangely enough, it works.

Interesting observation, Steven

It's what a lot of sports coaches would classify as a winning mentality. You worry about your own game and let the competition worry about you. The ideal antidote to the "me too" market strategy

Shaun and Steven,

Thanks for dropping by and sharing your thoughts! It's hard to get away from the WIIFM mentality - after all, we need to pay our bills and sometimes that's at the forefront of our minds as we're working.

That's where "win-win" mentality plays into this. I agree:"There has to be some economic benefit to the business (WIIFM), and there has to be some benefit to the customer" However, I think if you work hard to benefit the customer, there's no need to worry if you'll get your benefit. That's already a given. I call it karma...