Wayne Stollings wrote:
They have a perceived problem because they do not want to invest anything PERIOD. They will never be happy with the investment regardless of the benefit the society receives. Thus, their problem is moot.
They don't want to invest...anything? Period? Really? You have data to back that up or are we making an anecdotal leap?
I did not change it, just pointed out the use of a big if in relation to my little ifs.
Alight then, add +/- 1% around 95 to account for misunderstandings, mistakes, etc. Would you or would you not be happy with that level of service?
No, I surely would not offer an otherwise stellar track record as consolation if the altnernative were to simply adjust a process and potentially piss off existing satisfied customers.
Then you have too little experience with a variety of customers or a poor business model.
If you still believe the customer is always right, that belies that position. Unless you are just giving the saying lip service and actually progessing when the customer is wrong.[/quote]
You do realize that the phrase refers to a customer base
, not an individual person stating that a hot dog vendor sells tacos when they clearly do not, right? I hope so.
No, but when special modifications are known to happen the first time one cannot be made will enlist a very unhappy customer because the other guy got what he wanted. This is from 40 years of sales experience in several different industries.
Just to make this easier for me, how many dissatisfied customers are we talking here? The concept of a fix for some that just pisses off others is alien to me. I find it odd even discussing it and question the robustness of the value stream in question.
Ok the compalint is without merit becaue there is no way to make them happy. Therefore we ignore them for the fringe view they are.
But soceity is not making any complaints those few who do not want to help are.
Ahh, you think the only ones with the problem are the ones making it known that they have a problem. Of course.
You either deal with very simple items or have very special customers. Most only have a minimal idea of what they need and want the impossible.
More complex than power hand tools and less complex than a car...is that complex enough? I don't know exactly what you mean by "special" customers. Do dealer/distributors count? At any rate, they not only know what they want, but know very well what is needed when the end customer doesn't have a clue. Basically, the only end customer concern is whether or not the product functions as intended. Expectations are defined and understood from start to finish.
Knowing they want something is a far cry from knowing what they want. You can tell them what they need, but that still does not mean they will know what they want as much as they will know what they will accept.
Technically, they don't need
to know what they want. That's ultimately up to you to figure out and come up with the business model to provide it. What they accept is important and translates into minimally met expectations. But we're not concerned with that as much as we are exceeding them. Again, we have to figure that out ourselves.
Yes I am. You are confusing the vocal fringe with being the society, which is incorrect.
You're confusing a non-vocal component for those who are satisfied, which is incorrect. The voting booth speaks the loudest.
The customer may not want abuse, but unless they are willing to pay for it they will have to accept a level of abuse.
Anyone doing anything about it? Is it working? You do realize that the ideal is for entitlements/benefits to trend downward
, right? Is that happening?
Again you are saying ALL of them have a problem when that is not the case.
Not really. I'm saying more than a vocal, fringe minority has a problem with it.
That is an opinion and there are other opinions which disagree with that view.
True, but it doesn't make them any less wrong.
But their actions--what they buy--are the final say, no?
No, they are the final say for them once the seller has given the best deal they believe is profitable for them. If they say no, there should be another customer who will say yes to the same deal.