The real experience of netizens in Zhihu
There is a Starbucks 5 minutes away from our company, and a colleague real loves to buy it, so I decided to accompany her to have a meal and buy a drink at a hot noon.
I ordered a vanilla latte and she ordered a caramel frappuccino. I remember it clearly, because I hesitated to order this. Then I packed up and went back to the company, sitting in my seat talking and laughing. I started drinking, and then I didn't know what was wrong with her, so I started staring at my cup and said, huh? Right? Isn't this what I ordered? Huh? What I want is caramel frappuccino. Well, what happened to them? No, I have to find them.
I looked at her in surprise and deeply felt that this was Frappuccino. I deeply feel that going to Starbucks is less. Don't lie to me! I deeply feel that I should go with you, too
As a result, I accompanied her to Starbucks.
Holding coffee in her left hand and a list in her right hand, she went straight into the bar and slapped the list on the little brother's desk. Oh, what happened to you? Do something wrong! I want caramel frappuccino!
The little brother looked at the list carefully, then at the coffee and said, yes, that's right. This is caramel frappuccino.
This colleague's face is straight and seamless. Oh, did I just say frappuccino? I made a mistake. I ordered caramel macchiato. You see, your colleague placed the wrong order and made a mistake for me. What happened? I can't drink ice!
I was stunned by it.
It is estimated that this little brother has also experienced vicissitudes. Seeing his colleague's extraordinary fighting capacity, he smiled professionally and said, I'm sorry, we'll make you another drink right away.
Then my colleagues turned to me with a smile and said, what happened to them? I can't drink ice.
I quickly put on a normal face, yes! What's going on here? But the service attitude is also quite good.
Customers not only need to be gods, but also need to be valued and respected. So, in today's market environment, what should we take customers as?
The customers are students.
When is the customer the most obedient? Of course, in front of the "teacher", because we have trusted the teacher most since childhood. If we can be the "teachers" of our customers, they can easily pay for it. How to become a customer's teacher? Is to be professional, especially the more professional the product, the more professional the seller. That is to say, when the information is asymmetric and customers are confused, a professional suggestion and a professional image play an important role in the customer's purchase decision. For example, consumers go to pharmacies to buy medicines, and almost 90% of customers follow the doctor's purchase advice.
Customers are "fans"
In some industries, businesses need to create entertainment and high cold, so that consumers can chase you in turn. For example, iphone, Rolls-Royce cars and Harry Potter books are on sale, and then domestic Xiaomi mobile phones are promoted through fan effect, which is far better than running after consumers. Today's customers are a group of people who begin to pursue higher spiritual needs after meeting the needs of food and clothing. They like to pursue novelty and excitement, even some accidents, and skillfully grasp the scale, so they can create sales potential that consumers can catch up with.
Customers are our choice of "dishes"
Who is your client? This is very important. We don't need to get all our customers together. First of all, it needs a lot of resources and costs, such as a lot of advertising investment, products and after-sales support. Secondly, according to the 80/20 rule, 80% of customers can only bring 20% of the company's performance, while the other 80% of the performance is brought by another 20% of quality customers. And many inferior customers will only create negative value. So in the face of customers, we must first choose which dishes are our dishes. After selection, we will be more attractive to target customers, and the cost of acquiring and maintaining customers will be lower, which will greatly reduce our operating costs.
Has the company encountered the following management problems?
1, the bigger the enterprise, the more tired the boss.
2. The general manager is the manager, the manager is the employee, and the employee is the ideological struggle.
3, high-level thinking is not unified, fragmented, mutual destruction.
4, product advertising investment is increasing, the rate of return is getting lower and lower, and the competition is getting bigger and bigger.
5. Employees work in the wrong way, offending customers and losing profits.
6. Are the departments pushing each other and everyone avoiding risks?
7, fake "unity", the boss said one, the top immediately said one, without any objection.
8, enterprise development without talent, with talent can not stay.
9. Employees have no sense of ownership, do not care about the cost of enterprises, and waste at will.
10, human feelings are serious, I would rather give up the interests of the enterprise and be a good person.
1 1. It is more and more difficult for consumers to serve and become loyal customers.
12, have the same meeting every day and make the same mistakes every day.
13, there are too many demands from the upper level, too many reasons from the middle level and too many excuses from the grassroots.
14, only focusing on product production, there is no plan and no goal for selling products.
15. Employees lack loyalty. If you don't have the ability, you will "mix" and if you have the ability, you will "go".
16. Only when the boss is here can the enterprise operate normally.
17. Rules and regulations are deformed when they are implemented on "capable people"
18, there are more and more employees and the efficiency is getting lower and lower.
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