Kings & Queens’ 8 Needs

There were times when Kings & Queens used to rule the world. They were the masters of the land; everything they said or wished for would become a command for their nations. In those days messing with a King or Queen was a Fool‘s invitation to death and one person’s death was another’s lesson.

Then there were some smart people too who knew the art of treating these Excellencies well. They were the people who made fortunes, just by knowing the art of Service Excellence 🙂

But the world has changed, there are no more Kings & Queens ruling the world (or are they??) Think about it AGAIN….. 🙂

We still have Kings & Queens (Customers) who are ruling the world (Corporations).

Times may have changed but the game is still the same. Whoever takes good care of their Kings & Queens gets the reward (Market Leadership); and if any one messes with them, we already know what happens to them 😉

So what do these Kings/Queens need?

Every King/Queen has 8 basic needs when it comes to Service:

1. Fastest Service:
   

   We are living in the internet era & the point of differentiation between the fastest machines or service is not the difference of hours or minutes but SECONDS. It takes just a few seconds to annoy a King/Queen.

2. Most Courteous Service:
   

   The rule is simple: If you are courteous your customer MIGHT show interest in your product, but if you are NOT then they wouldn’t (for sure), no matter how good your product is.

   The following grid explains customer’s response when it comes to courtesy from service provider:

   

3. Consistent Service:
   

   Give your King/Queen an excellent service the first time, they will be happy; give them a bad service next time and you are in a deep trouble.

   Royalties need the best EVERY SINGLE TIME…. You can’t say that I delivered best 99/100 times so I have the privilege to mess things up once.

4. Someone Who Listens:
   

   When your King/Queen come to you with a query, concern or complain, the last thing they want you to do is argue with them.

   Listening to their concerns is the first step towards resolving them. Remember the LEARN methodology (Listen Empathize Apologize Respond Notify) when you are in such situations.

5. Someone Knowledgeable:
   

   When a King/Queen come to you with a question (especially when it’s about your product/service), they expect you to have the answers on the finger tips.

   If you are unaware of the answers buy time, giving out wrong information or guessing means messing with the King/Queen, needless to say what could the outcome be? 🙂

6. Expert Advice:
   

   Since you are a product/service provider, therefore you are expected to be an expert on the subject too.

   Your King/Queen may ask for your expert opinion at times when it comes to choosing a particular product or service you are offering. An expert knows the needs & wants of their Kings/Queens and offers valuable input, whenever asked by the Royalties.

7. Smooth Transaction:
   

   When you are dealing with Royalties make sure your offerings are hassle-free. Would you dare asking your King/Queen to go through a process that is troublesome or stressful for them?

   The formula is simple, make the process SIMPLE.

   Smooth Transactions = Happy Royalties 🙂

8. Commitment:
   

   Here comes the last but probably most important aspect of customer excellence. Think thrice before you commit, but once committed then there is no turning back. For remembrance here is the dialogue:

   ‘Aik Dafa jo mene commitment kardiya, Uskay baad toh mein khud ki bhee nahe sunta’
   

   Miscommitment with your King/Queen will result in you becoming the person (remember Fool?) who tried to mess with the King 🙂

The days have changed, back then there were just a few Kings & Queens but today Each and Every One of your Customers is your King/Queen. If you treat these Royalties with respect and care, using the art of Customer Excellence, you will be rewarded (Customer Royalty=Profits=Market Leadership). If you don’t treat them like Royalties, someone else will FOR SURE because one person’s loss is another’s gain 🙂