For customers, if you can achieve a full score of 100 points, then the customer satisfaction value is also a full score of 100 points. But if you can get 110 points, you'll be able to win more customers. Because this customer will definitely be tempted to tell you about your friends around him. On one occasion, Mr. Smith, a German distributor, called and demanded that Haier must deliver the goods within two days, otherwise the order would automatically be invalidated.

However, it was 2:00 p.m. on Friday, and the delivery within two days actually meant that all the goods had to be loaded on the ship that afternoon, and if it was calculated according to the time when the customs and other relevant departments got off work at 5:00 p.m., the time would only be 5 hours, but according to the general procedure, it was almost impossible to do all this.

But Haier has no choice, and they must not say "no" to the market. In the face of the almost demanding requirements of customers, Haier's employees had no excuse to resolutely implement and ensure that the goods were sent out in the afternoon, and in this way, a few minutes later, several tasks such as shipping, stocking, and customs declaration were carried out at the same time, and everything that was done was to ensure that the goods must be sent out in the afternoon of the same day.

Time passed, a minute, a minute, a minute, a ten...... The air seemed to freeze, and everyone was engrossed in their work. Transfer, customs declaration, and contact shipping schedule......

At 5:30 p.m. that day, when Mr. Smith got the news of the "goods sent" from Haier, he changed a concept that Mr. Smith had had for more than ten years. He immediately sent a letter of thanks saying: "I have been making home appliances for more than ten years, and I have never written a letter of thanks to the manufacturer, but for Haier, I have to do this!" "Keeping our promise to do our best no matter what happens, even though in many cases this has exceeded customer expectations. However, if we can have the same attitude when we have a more difficult customer, it means that it will be more difficult to exceed customer expectations.

We may have all experienced that in the business field, we will inevitably meet all kinds of customers, some are more easy-going, some are more indifferent, some are very picky, some like to complain, and some are particularly difficult...... Anyone who is more likely to be easy-going and unfussy than anyone else, but they should be equally welcoming and even grateful to other types of customers, and strive to exceed their expectations. It was a world competition, and when a reporter from Italy was looking for the results of the previous day's race in the information column, he complained to the staff because the staff did not put the results of the previous days in chronological order. After listening quietly, the staff smiled and apologized to the Italian journalist, and when the reporter went back to the information column five minutes later, he found that all the transcripts had been neatly and orderly. It is gratifying for a company to be praised by customers because of its products or services; However, even if we encounter difficult customers, who are picky, complaining, or even "bullied", we should be able to maintain a welcoming attitude. Because, these will become the driving force for continuous improvement and progress in the future.

There is no best way to treat customers, only better. Even if your service has reached a full score, there is still a lot of room for improvement, and strive to exceed the expectations of customers, so that they will "die" all the way with you.