不要對你的客戶過分諂媚

許多經營者都不會質疑做出超越客戶需求的說法。但是一味討好客戶可能會浪費你的時間與精力。事實上，許多客戶需要的只是簡單，快速的解決他們的問題。

以下，是幾個可行的作法：

1. 避免退貨事件發生。客戶痛恨他們的問題沒有妥善得到解決。關注在避免未來再發生問題，而不是只解決當前的問題。
2. 重視客戶訴願。重視不滿意的客戶回饋意見投發現重大的問題。去挖掘出這些不滿意的客戶，並且找出公司可以如何做出改善，做出不一樣的結果。
3. 授權第一線人員。讓第一線人員決定如何最快、或是最有效的解決客戶問題。不要以硬性的服務指標來限制第一線人員解決客戶問題的方式。但是，你要關注到他們的服務品質，並且提供給他們必要的支援。

Don't flatter your customers too much

Many operators do not question the claim that they exceed the needs of their customers. But blindly flattering customers can waste your time and energy. In fact, many customers just need to solve their problems simply and quickly.

Following are several possible approaches:

1. Avoid returns. Customers hate that their problems have not been properly solved. Focus on avoiding future problems rather than solving current ones.
2. Pay attention to customer's wishes. Focus on unsatisfactory customer feedback and find major problems. To find out these unsatisfactory customers, and find out how the company can make improvements and make different results.
3. Authorize front-line personnel. Let front-line personnel decide how to solve customer problems the fastest or most effectively. Don't limit the way front-line personnel solve customer problems with hard service indicators. However, you should pay attention to the quality of their services and provide them with the necessary support.