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Tag: mutual respect

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Excellent quality and service are not accidents

Have you traveled on the metro and bullet trains in Japan before? Then you must have wondered why their trains are punctual, well-maintained, and consistent.

peacemakers

Niceties of language and communication

How often have you seen language akin to “gimme dat” or “i wan tis” in text or email messages these days? How often have you seen proper and formal salutations in correspondence that are congruent with social etiquette?

slow sign

Pressure or partnership with your suppliers?

All too often, we hear of companies pressuring their suppliers and partners to perform. However, as we are all human beings, what would work better?

oddity

Expensive products and flawed arguments

Even as business climates are competitive, there is no good and sensible reason to succumb to every customer demand, especially if it is unreasonable and based on fallacies.

Mencius

The conundrum of “the customer is always right”

Decades ago, when I was entrenched in total quality management (TQM) and service quality, everyone seemed to be hynoptized by the concept of “the customer is always right”. The war cry of the day at that time, especially by frontline managers and task managers, was to bark down at frontliners to deliver service with the motto of “the customer is always right”.

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