A Quote by Richard Branson

To achieve consistently terrific customer service, you must hire wonderful people who believe in your company's goals, habitually do better than the norm and who will love their jobs; make sure that their ideas and opinions are heard and respected; then give them the freedom to help and solve problems for your customers. Rather than providing rules or scripts, you should ask them to treat the customer as they themselves would like to be treated - which is surely the highest standard.

Richard Branson

Quote Topics

Achieve Ask Believe Believe In You Better Company Consistently Customer Customer Service Customers Freedom Give Goals Heard Help Highest Hire Ideas Jobs Like Love Make Must Norm Opinions People Problems Providing Rather Respected Rules Scripts Service Should Solve Standard Sure Surely Terrific Than Them Themselves Then Treat Treated Which Will Wonderful Wonderful People Would Your

Quote Author

Richard Branson
British - Businessman
Born: July 18, 1950

Often, very talented technical people find it extraordinarily difficult to take the viewpoint of customers, who are often ignorant about the technology and who may have strong and perhaps incorrect prejudices about it. The technical people may believe, deep down, that they know better what customers "should" need. Customers, of course, have a different perspective. They want products that will solve customer problems and provide other customer benefits, and will do so without undue risk or cost. Not infrequently, customers view advanced technology itself as a risk.

Barbara Bund

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.

Chris Gronkowski

Biggest question: Isn't it really 'customer helping' rather than customer service? And wouldn't you deliver better service if you thought of it that way?

Jeffrey Gitomer

It is so much easier to be nice, to be respectful, to put yourself in your customers' shoes and try to understand how you might help them before they ask for help, than it is to try to mend a broken customer relationship.

Mark Cuban

Sales is the most important aspect of a company, which in turn is about how well you treat your customer and stay ahead of your customer's requirements.

Mark Cuban

When people come to you with problems or challenges, don't automatically solve them. As a mama bear, you want to take care of your cubs, so you tend to be protective and insulate them against all those things. But if you keep solving problems for your people, they don't learn how to actually solve problems for themselves, and it doesn't scale. Make sure that when people come in with challenges and problems, the first thing you're doing is actually putting it back to them and saying: "What do you think we should do about it? How do you think we should approach this?".

Shellye Archambeau

Your customers don't care about you. They don't care about your product or service. They care about themselves, their dreams, their goals. Now, they will care much more if you help them reach their goals, and to do that, you must understand their goals, as well as their needs and deepest desires.

Steve Jobs

With support jobs moving to China and India, it's not surprising that English-speaking countries' top frustration revolves around the difficulty of understanding customer service representatives. However, even if the level of customer service is exceptional, the extent to which poorly-understood accents trump quality of service speaks to English-speaking customers' growing intolerance of non-native speech, more so than in other countries.

Bob Hayes

Traditional sales and marketing involves increasing market shares, which means selling as much of your product as you can to as many customers as possible. One-to-one marketing involves driving for a share of customer, which means ensuring that each individual customer who buys your product buys more product, buys only your brand, and is happy using your product instead of another to solve his problem. The true, current value of any one customer is a function of the customer's future purchases, across all the product lines, brands, and services offered by you.

Seth Godin

Customers are a great way to finance a business for many reasons. First, customer financing is typically non dilutive. They want something from you other than equity in your business. Customers also help you fit your product to the market. And customers will help debug and improve the quality of the product.

Fred Wilson

A true entrepreneurial enterprise begins with a big idea - a unique way to solve a customer's problem. Your customer, after all, is the only justification for creating a company in the first place. Without a big, transformational idea, you can't produce a great result for your customer.

Michael Gerber

Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.

Richard Branson

The more internal freedom you achieve, the more you want: it is more fun to be happy than sad, more enjoyable to choose your own emotions than to have them inflicted on you by mechanical glandular processes, more pleasurable to solve your problems than to be stuck with them forever.

Robert J. Wilson

Firms need to ensure that their ability to provide effective customer service keeps pace with their growth. If you're marketing your firm to new customers, you better be able to provide them service when they do business with you.

Arthur Levitt

Problems are hidden opportunities and constraints can actually boost creativity. If you have some crazy ideas in your mind, and that people tell you that it's impossible to make, well, that's an even better reason to want to do it, because people have a tendency to see the problems rather than the final result, whereas if you start to deal with problems as being your allies rather than your opponents, life will start to dance with you in the most amazing way.