Toaleta, un loc numai bun pentru a invata principiile relatiei cu clientii
Oricine intra in toaletele companiei poloneze PGNiG, care detine monopolul pe piata gazului natural, isi poate insusi principalele reguli pe care trebuie sa le respecti atunci cand vine vorba de relatia cu clientul. Departamentul de marketing a apelat la o metoda inedita: le-a scris pe bucati de hartie pe care le-a lipit pe oglinzi.
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Astfel, la intrebarea ‘Ce este clientul?’, angajatii PGNiG au la dispozitie mai multe raspunsuri:
– Cea mai importanta persoana din compania noastra.
– Nu el depinde de noi, ci noi de el.
– El este scopul activitatii noastre. Prin faptul ca il servim, nu ii facem o favoare. El ne face bucuria de a ne da posibilitatea sa-l servim.
– Nu este o persoana din afara companiei, clientul este parte din companie
– Nu este cineva cu care te poti certa
Aceste tehnici demonstreaza ca, cel putin in companiile cu radacini in era comunista, cultura relatiilor cu clientii se afla la inceput de drum, comenteaza The Wall Street Journal.
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