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Tomando Responsabilidad Por El Éxito Con Los Consumidores – Texto

The second

core loyalty principle is responsibility

first we have to have empathy for how

our customers are feeling

then we’ve got to take responsibility to

help them reach their goals

responsible people take personal

ownership

for helping others succeed

now earlier i showed this video

this is an example of not taking

responsibility

for a simple request frustrating for the

customer

but even more frustrating for the

employee

how often do the people on your team say

i don’t have a button for that or i’m

sorry i can’t help you with what

you felt was a simple request

td bank well known for their customer

service in america

has this policy it takes one to say yes

to to say no in other words

it’s always okay to say yes to a

customer but if you’re thinking you need

to say no

please check with your manager first

we love how td bank entrusts their

people to say yes to customers

whenever possible

there are two practices for showing

responsibility for taking responsibility

for

our customers the first is discovering

the real job to be done now what do i

mean by real job to be done

harvard business school professor

clayton christensen writes that people

hire products and services to do a

specific job for them

let’s take an example a man walks into a

hardware store

i’m looking for a wrench well they’re

right over in aisle 14.

that’s not taking responsibility

instead follow me why are you looking

for a wrench what’s going on

well i’ve got this old fence in my

backyard and there’s these rusty bolts

i’ve got to take out so i can

get rid of the fence oh sir did the

bolts look like

any of these yeah they look like those

hexagonal ones right there

i got to get those nuts ah

to grip the rusty edges of those nuts

to remove those bolts so you can get rid

of your fence

you’re going to need a box wrench this

set should do the trick

you see that’s taking responsibility for

the real job

it’s not selling the guy a wrench it’s

helping him get rid of his

fence the second practice of responsible

people is

we follow up if you see that customer in

the store a couple weeks later how did

the fence project go

it went great thank you now sometimes

when we follow up with customers and we

ask

was there anything that we could have

done better we learn about

problems and this is an excellent

opportunity to earn

fierce customer loyalty

marriott asked two groups of hotel

guests

how likely they were to come back to

marriott in the future

the first group had no problem during

their stay and 89

said well i’m coming back to marriott in

the future

the second group had a problem marriott

followed up learned about the problem

and fixed it

94 of these guests said they would come

back to marriott in the future

so you see following up and learning

about problems is an

excellent opportunity to take

responsibility and

build loyalty

horse schultzy the longtime leader of

the ritz-carlton chain

he told all of his employees we are

ladies and gentlemen

serving ladies and gentlemen

this guy cracked the code to employ

empowerment he told everybody on the

rich carlton team no matter what your

job is you’re responsible for the guest

experience

so if you’re filling up the water

glasses on a table

and you overhear the guest complaining

about her bathtub drain

you own that problem you tell her oh i’m

so sorry to hear that i’m going to call

the engineer i’m going to get it fixed

horse schultzy told everybody on his

front line

you have up to two thousand dollars

at your discretion to do what’s needed

to make it right for the customer

great for earning customer loyalty even

better for earning fierce employee

loyalty.

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