Every consumer has one thing in common, they have expectations. Some may be higher than others, but we all have them. For me personally, it seems that when my expectations are met completely, I am thrilled! Unfortunately this is the exception rather than the rule. It’s usually a matter of deciding how much below my expectations I’m willing to accept after making a purchase or receiving a service. It’s a shame that disappointment in purchases has become the norm. All I can do is continue to take my business to those companies that do not disappoint.
There are some companies that share the philosophy of “the customer is always right”. The first that I became aware of, that has always and continues to operate under this rule is Chick-Fil-A. I worked for Chick-Fil-A for 4 years while in college. I learned many things while being employed there, but none more important than that philosophy. They operate on the expectation that their customer’s expectations will be met. No matter what!
Another is Whole Foods. This company recently opened its first store here in Knoxville. My wife made a purchase and was not completely satisfied. She walked up to customer service and asked what their return policy is. The young man smiled and said “It’s whatever you want it to be”. Now that philosophy is one that I can appreciate.
When my family started TN Webbing Products in 1991, we held the same philosophy. We had a unique business and not all the material we had available to our customers was “first quality” or perfect. So we decided that our customers would never have to pay for anything they were not completely satisfied with. So we began our business with a 100% satisfaction guarantee. And though our business has grown and changed in many ways over the past 24 years, one thing remains. Our customers are always right. We will go to any length to make sure that their expectations are met.
It is my belief that this philosophy set us apart from other companies in the market. And I also believe this has been a huge part of our success. The odd thing is, we didn’t adopt this philosophy in hopes of success at all. We did it because we truly appreciate our customers and it is simply the right thing to do.
So a tip of the cap, to Chick-Fil-A, Whole Foods and all the other companies that practice these policies. And most of all, a heartfelt thank you to our customers for the opportunity to serve you over the past 24 years and for many years to come.