Ben Franklin On Customer Service - White Paper from American Management Association

What Ben Franklin believed in, he believed in with a passion. This belief, combined with his creativity, problem-solving skills and common sense wisdom, earned him the reputation as the most dangerous man in America by the crowned head of England. His focus and commitment were scary to those whose interests he challenged.  Imagine listening in as B. Franklin, CEO, addresses his team:

“Ladies and gentlemen, we had a prosperous year in 2011, but we can do better. We must endeavor to remember that without our valued customers, none of us would be here today. It behooves us, therefore, to review once again those seven cardinal rules upon which the success of this business was fashioned, rules that apply to every representative of this company:

1.  The only firm foundation in business is one built, block by block, on customer satisfaction. Exemplary service requires a solid base of principle and purpose. Our leaders are the service-conscience of our company.

2.  State your capabilities as honestly as you possible can. Exemplary service strives to increase value, but it does not promise more than it can deliver.

3.  Treat every transaction as equal, regardless of appearances or value. Remember the scruffy-looking construction worker who was treated poorly by a bank receptionist in Spokane. He took his business, two million dollars worth, to another company.

4.  Be available to your customers and associates (internal customers). Absentee management—not being around when needed—conveys disinterest in your customer’s needs.

5.  Sell our distinction of doing business, the added value we offer. Don’t badger our customers or haggle over price.

6.  Let our service be distinguished by our patience, courtesy, kindness, sincerity, fairness, and helpfulness.

7.  Make our service noticeable by its distinction for excellence. Let our “luster” shine through. If we do these things, if we make the customer understand that we care passionately about his or her satisfaction, I see no reason why we shall not gather again next year to celebrate another record year. You may rest assured at that time that I will render unto you the same words of advice. They will never change."