FIRST TASK BEFORE US IS TO KNOW THE CUSTOMER

Generally we resort to autobiographical response in four ways to any given situation.

Evaluate : Based on our past experience we try to evaluate the situation.

Probe :  Tend to follow the same old fashion of questioning.

Advice :  The  situation may be absolutely new but the advice will be based on old experience.

Interpret  : We tend to classify and interpret in the way our mind has been set.

The ultimate analysis is the mind set. For a  manufacturing man to think  in terms of service job is a bit difficult task as he has never been facing a customer at the customer’s home ground on a regular basis. So he is not able to place himself in the place of customer. As they say, in Toyota advertisement “KNOW YOU IS KNOW HOW”. So to get into the service job the first task before us is to get to know the customer and then his needs. In other words one has to put himself in his shoes.