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Monday, May 23, 2011

When it matters...

A couple of weeks ago I was part of this interesting training program on 'Customer Relationship Management'. The guy conducting this program was a seasoned veteran from the industry. He was giving an instance of how you win life long customers. In his example, he spoke about a situation where a customer is desperately looking to get a service/ product. The situation is so grave that his good reputation depends on successfully completing it. At that point, the business could take it as business as usual and say 'Oh, but my order log is full and i can deliver it to you in a month's time'. There would still be nothing wrong about it. On the other hand, if the person responsible for delivery senses the urgency and desperation of the customer and prioritizes this delivery above all else, and ends up delivering the product when it is needed the most, he wins the customer's loyalty for life.

Since this trainer was also giving a lot of gyaan about life in general, it struck me then that the same thing would also hold true for personal relationships. Sometimes people are the customers and sometimes they are the business. People never remember all things in the same way. All they remember is of times which mattered to them. When it matters, where you there? When it matters, did you keep your promise? When it matters, did you make a positive difference? Nothing else matters.