A Quote by Nobu Matsuhisa
I learned from my first restaurant: Make customers happy, make sure the customer comes back again. And automatically, success has followed me.
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I think maybe 50 years ago people and businesses felt like they had to choose between maximizing profits and making customers happy or making employees happy, and I think we're actually living in a special time where everyone's hyperconnected, whether through Twitter or blogs and so on. Information travels so quickly that it's actually possible to have it all, to make customers happy through customer service, to make employees happy through strong company cultures, and have that actually drive growth and profits.
Success begets success in terms of customer deployments and having truly happy customers.
Even when I ran my bar I followed the same policy. A lot of customers came to the bar. If one in ten enjoyed the place and said he'd come again, that was enough. If one out of ten was a repeat customer, then the business would survive. To put it another way, it didn't matter if nine out of ten didn't like my bar. This realization lifted a weight off my shoulders. Still, I had to make sure that the one person who did like the place.
The outside-in discipline requires that you have an explicit customer-based reason for everything you do in the marketplace. Managers need to create what I call "customer pictures," verbal descriptions of customers that highlight the key customer characteristics and make those customers come alive. Although managers never know as much about customers as they want and need to know, the outside-in discipline requires that they construct customer pictures anyway, basing the pictures on whatever hard data they have plus hypotheses and intuition.
The easiest and most powerful way to increase customer loyalty is really very simple. Make your customers happy.
Loyal customers, or customers who recommend their friends, give me the most pride. I think that is the biggest compliment I can get. I think in the restaurant business, it takes patience from the customer to spark up a relationship with the restaurateur, but it takes also work from the restaurateur to spark up a relationship with his customer.
Throughout my life, I've learned to make choices that make me happy and make sense for me. Even my husband is happier when I'm happy.
If the employees come first, then they're happy. A motivated employee treats the customer well. The customer is happy so they keep coming back, which pleases the shareholders. It's not one of the enduring green mysteries of all time, it is just the way it works.
I have connected by phone with customers who have left negative reviews and had a chance to get to know them. Not only was I able to solve their problems, a lot of the customers were so happy with the customer service that they become repeat customers.
When was 'again?' Was it back when I was drinking from a separate water fountain? Was it when I couldn't eat in that restaurant over there?... 'Make America Great Again' - before I had equality?
Major brands don't know what to do with happy customers. They make it hard for customers to say thanks and way too often companies don't celebrate and embrace customers' positive gestures.
In fact, I believe the first companies that make an effort to develop an authentic, transparent, and meaningful social contract with their fans and customers will turn out to be the ones that are the most successful in the future. While brands that refuse to make the effort will lose stature and customer loyalty.
I always assume that nothing that I make is going to be a success, that everything I make is going to be a failure - not a failure but not some huge box- office success. If something is an artistic success, I'll be happy, but I'll maybe be the only person that's happy.
I try to make myself happy, no, because I know that if I'm not happy, my colleagues are not happy and my shareholders are not happy and my customers are not happy.
I try to make myself happy ... because I know that if I'm not happy, my colleagues are not happy, and my shareholders are not happy, and my customers are not happy.
I think the central metaphor of the movie is this notion of what the advertising industry does. In order to make someone want to buy something, they first have to make them feel bad about who they are in order to sell them that thing which will make them whole again, and happy again.
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