The customer is a king and is the reason why everyone in an organisation exists. Everyone in the organisation is at the service of the customer. The customer has a right to take his money somewhere else for spending. The customer can only spend his or her money on our products and services if we treat the customer in a right way and also respect his or her rights. The key rights of the customer are as follows;
Right product or service
Extra care should be taken when preparing goods or services for delivery to the customer to ensure the right products or services are delivered. It is quite annoying for example in the restaurant when you are served with food or drink which you did not order. Take some time to clearly write down the customer’s order to ensure right goods or services are delivered by the staff.
Supply at the right place
The place of delivery should not be assumed but confirmed at the time of receiving the order. If you are not so sure of the delivery place please reconfirm the delivery place with the customer before goods are despatch.
Supply at the right time
A customer orders goods or services to fulfil a given a purpose within a given time. Delayed delivery always frustrates the customer in fulfilling the purpose for which goods or services are ordered. Goods or services should be delivered within the right time as requested by the customer. I am sure you have had stories of delivery of goods or services after the function for which they were ordered had passed.
Supply at the right price
The customer negotiates a selling price with the supplier and all supplies should be effected using the agreed price. If there is no agreed price then supply should be made using the price generally offered by the company to its customers.
Entitled to right quantity
The customers are generally irritated by suppliers who do not follow their orders to the letter and end up delivering wrong quantities. Always reconfirm the customer’s order before effecting the delivery.
Should be delivered in right condition
Goods should delivered in right condition both in quality and state. For example do not deliver live goats if the customer ordered frozen goat meat. It is important to follow the specifications of the customer.
Delivery should be to the right customer
You sometimes get a knock on your door to receive delivery for which you did not place an order because the supplier is not delivering goods or services to the right customer. It is important to get the right address for delivery from the customer.
John Muhaise Bikalemesa
Director: Big Drum Advisory Services Limited