Everyday we might can hear these commonly heard complains from employees and customers alike:
Organisations are inhuman!
Why don't they treat us as people?
Why don't they behave like we do?
What do people think of our company when it behaves like this? It's embarrassing!
Why do we have to try and explain U-turns all the time?
Can't they be consistent?
This is not my kind of company?
Organisations are impersonal!
I just don't feel comfortable here!
I saw their new ad. What does it mean? Is it a joke?
Why do they waste money on this advertising?
Whatever they promise, they will newer deliver!
How can they say these things and do not do them?
Pomises, promises!
We have no credibility any more!
I could do better myself!
How can I trust that company any more?
They treat us like this because things are going well-they wouldn't dare do this things if times were hard!
We don't get value for money any more?
I'am long-serving customer, and they still don't listen!
We have complained many times but they just don't seem to care!
The chances are our own company or organisation is not exempt from such remarks . Such frustration and disappointment, inwardly felt even not always voiced, if we still ignored, soon will translates into the possibility of losing customers and inevitable failure.
The companies that have a good corporate charisma will take an interest of their customers, that know how their customers think and feel, look from the outside in. They judge the feelings of people, care about them, hold to good values, and build long-term relationship and friendship.They treat people as people want to be treated.
However, unfortunately these companies are rare nowadays. Thefore, something for us to ponder. More need to be done. The solution, as evidenced in somes companies that are doing it right, although neither easy nor quick, involves, as usual, just common sense and a bit of know-how.
Sources:Dr Paul Temporal & Dr Harry Alder" Corporate Charisma"1998
Thanks Kendra
ReplyDelete