Comments on: The Customer-Centric Culture

By: Interesting Reads - 28th Feb | OneMint

Interesting Reads - 28th Feb | OneMint — Sat, 28 Feb 2009 16:48:54 +0000

[...] 10. The Customer Centric Culture by MasterYourCard: Kristy talks about different people being treated differently by businesses because of the money that they are likely to spend. [...]

By: Kristy

Kristy — Sat, 28 Feb 2009 04:53:46 +0000

@ Melanie – Thanks! I try. I have my days when I’m just kind of ‘blah.’ But overall, I really attempt to go above and beyond if I can. I agree with the paying it forward part of your comment. If more people did this, it would be great! I get so frustrated with people who are just plain mean to be mean. There’s no call for that. I keep trying though, perhaps I’ll have made at least one person’s day.

@ Manshu – I think general courteousness is the important part of this article. I’m so disappointed when people are treated differently because of their money. I went with my friend recently to get her fiance his wedding ring and when we walked in, we were completely ignored. We were passed over for other people walking in. Those people were in “Sunday best,” while we were in jeans and t-shirts. My friend had the money to spend, she just wanted to ask questions about the difference in the two styles she was looking at. But, they made a judgment call based on our clothes – we didn’t have money to spend. We left and took her business elsewhere.

@ kosmo – I agree there is a business logic to catering to those with money. I don’t do it, personally, but I see the reasoning. However, you’re right, it is rude to interrupt a transaction with one customer to help another. I was floored when I heard the CEO say that!

By: kosmo @ The Casual Observer

kosmo @ The Casual Observer — Fri, 27 Feb 2009 14:11:41 +0000

I can understand the logic of paying a bit more attention to the larger customer than the smaller one.

But interrupting service to a customer when another customer enters the business. No way. Once you have engaged the first customer, it would be very rude to interrupt that service to work with a second customer. If you do that to me, I won’t be there when you return.

By: Manshu

Manshu — Fri, 27 Feb 2009 11:11:41 +0000

Kristy – I think the most important point of the article is that a customer opening an account with 25 bucks could have millions stashed away somewhere or may turn out to be really good at promoting your bank.

Even if a bank did want to focus on its best customers, by not focussing on their other good customers – they would do themselves more harm than good.

By: Melanie Evans

Melanie Evans — Thu, 26 Feb 2009 20:36:28 +0000

Kristy – I love that customer service is so important to you. I think in our current world, customer service is the only thing to distinguish one retailer from another. I most certainly appreciate people with attitudes and actions such as yours and I try to be more than a “blank face” when I’m making purchases or interacting with someone who is helping me. I think it could even be considered a “pay it forward” opportunity. How many times has someone smiled at you, which then lifted your spirits, which then may have cause you to smile at the next person, etc. It’s all about being more courteous and kinder to our fellow human beings. Everyone is important in their own way. Your customers (and your employer) are very fortunate to have someone like you in their world!!

Best! Melanie