CRM Book Introduction – Where is my Ketchup

March 16, 2011

“Where is my Ketchup” is a book with outstanding messages on Management Principles and Customer Services in particular (Authors: Cyrus M Gonda and Kalim Khan, Published By: Embassy Books, Mumbai, India). It has an interesting storyline and looks at the concept of customer service from the viewpoint of both the customer as well as the service provider. It very simply and beautifully explains the formula for being a customer delight, mapping it with real-time scenarios/experiences which can be immediately related by the readers. It also lays down the world-class standards of services to its customers that are provided by very few organizations.

The authors have made it more captivating by skillfully using humor and appropriate quotes at the right instances. We have collected some of those “CRM Quotes” for your quick reference and to give a sample from this great book:

§ “A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” -Mahatma Gandhi.

§ “Today’s customers call the shots. They no longer have expectations – they have demands. And if you don’t meet the demands, they will find another supplier that does” – Larry Hochman

§ “Great things are not done by impulse, but by a series of small things done together.” – Vincent Van Gogh

§ “Let us not live in the word, neither in tongue, but indeed.” – Bible, 1 John 3:18

§ “Fish Live in water. Men die in it. Nature is diverse, and not all tastes are the same.” – Zhuang Zi

§ “Don’t try to tell the customer what he wants.” – Gene Buckley (Sikorsky Aircraft)

§ “This may seem simple, but you need to give customers what they want and not what you think they want, and if you do this, people will keep coming back.” – John Ilhan

§ “Excellence is not a skill; it is an attitude.” – Rolph Marston

§ “Statistics suggest that when customers complain, business owners and managers should get excited about it; the complaining customers represent a huge opportunity for your business.” – Zig Ziglar

§ “Think of Giving, not as a duty, but as a privilege.” – John D Rockefeller Jr.

§ “You make a living by what you get. You make a life by what you give.” – Winston Churchill

§ “Treat every customer as if they sign your paycheck because they do.” – Anon

§ “Regardless of the size of a service company, A high degree of customer satisfaction will be maintained as long as employees at all levels remain mindful of the maxim that “The customer is always right”, if you determine that a customer is not right, then for all intents and purposes you have already terminated your relationship with that customer. – John Olsen (Cunard Cruise Line)

§ “Never underestimate the power of an upset customer.” -Anon

§ “Customer Complaints are the school books from which we learn.”- Anon

§ “Customers may forget what you said, but they will never forget how you made them feel.” – Anon

§ “Our greatest asset is the Customer; treat each one as if they are the only one.” – Laurice Leitao

§ “When people talk, Listen completely. Most people never listen.”- Ernest Hemingway

§ “Make your product easier to buy than your competitors, or you will find your customers buying from them, not you.”- Mark Cuban

§ “I won’t complain; I just won’t come back.”- Brown & Williamson Advertisement

§ “More business is lost every year through neglect than any other reason.”- Jim Cathart

§ “Man who can’t smile, shouldn’t open Shop.”- Chinese Proverb

§ “Courteous treatment will make the customer a walking advertisement.”- J. C. Penney

§ “Do what you do so well that your customers will want to see it again and bring their friends.” – Walt Disney

§ “Be everywhere, do everything and never fail to astonish the customer.” – Macy’s Motto

§ “Customers are like a Swarm of bees; without the honey, there is no attraction.” – Ifeoma Mbuk

§ “It is not how much you do, but how much love you put in the doing.” – Anon

§ “The Customer Experience is the next competitive battleground.” – Jerry Gregoire

§ “Everyone does the same work or other. There are so few who do it in the best way they can. Those are the ones who achieve success.” – Sadhu Vaswani

§ “A Customer is really satisfied when he or she not only comes back but brings someone with them.” – Hyrum W Smith

§ “Make serving the customer an obsession.” – Dr. R. L. Qualls

§ “Quality is remembered long after the price is forgotten.”- Gucci Family Motto

§ “Believe you have attained customer satisfaction when customers return to your store because they want to, not because they have to.”- Richard T Takata

§ “The man who will use his skill and constructive imagination to find out how MUCH he can give for a dollar, instead of how LITTLE he can give for a dollar, is bound to succeed.” – Henry Ford

§ “Quality in a Product or a service is not what you put into it, It what the customer gets out of it.” – Peter Drucker

§ “Customers are satisfied when they get what they expect, both with regards to results and behavior. Creating satisfied customers requires that expectations about performances and about the nature of the relationships be managed and met. We have satisfied customers because we get the job done and because we are responsive.” – James E Cayne

§ “Always give people more than they expect to get.” – Nelson Boswell

§ “The tongue has the power to hurt. Also, to heal. Be careful of every word you speak. It can affect many lives – Including your own.” – Sadhu Vaswani

§ “Pride is the most worthwhile thing to swallow. It is the only thing, which when swallowed, never chokes.”- Sadhu Vaswani

§ “As far as customers are concerned, YOU ARE THE COMPANY. This is not a burden, But the core of your job. You hold in your hands the power to keep customers coming back – Perhaps even the power to make or break the company.”- Anon

§ “When you start viewing your customers as interruptions, you are going to have problems.” – Kate Zabriskie

§ “Unless you have 100% Customer satisfaction, YOU MUST IMPROVE.”- Horst Schulz

§ “We See our customers as guests invited to a party, and we are the hosts. It’s our job EVERYDAY to make EVERY important aspect of the customer experience a little better.” – Jeff Bezos

§ “A Satisfied customer is the best strategy of all.” – Michael LeBoeuf

§ “If you work just for money, you will never make it, But if you love what you are doing, success will be yours.”- Ray Croc

§ “You’ll never have a product or a price advantage again; they can be easily duplicated. But a strong service culture can never be copied.” – Jerry Fritz

§ “Being on par in terms of price and quality only gets you into the game; service wins the game.” -Tony Allessandra

§ “Eye contact is a visual handshake.” – Sephen Boyd

§ “Losers make promises they often break, Winners make commitments they always keep.” – Dennis Waitley

§ “Isn’t it really “Customer Helping” Rather than “Customer Service”? And, wouldn’t you deliver better service if you thought of it that way?”- Jeffrey Gitomer

§ “There is only one boss, the customer, and he can fire everybody in the company from the chairman down, simply by spending his money somewhere else.”- Sam Walton

§ “If the shopper feels it was poor service, then it WAS poor service. We are in the customer perception business.” – Mark Perrault

§ “The single most important thing to remember about any enterprise is that there are no results inside its walls. The result of a successful business is a satisfied Customer.” – Peter Drucker

§ “Profit in business comes from repeat customers, customers that boast about your service and that bring friends with them.” – Edward Deming

§ “There are no traffic jams along the extra mile.” – Roger Staubach

§ “You cannot improve one thing by 1000%. But you can improve 1000 little things by 1%.” – Jan Carlzon

§ “Customers don’t care how big you are. They don’t care about organizational charts or how many divisions you have. They want the person in front of them to be able to solve their problems.” – Vernn R Loucks Jr.

§ “Good Customer Service Costs less than bad customer service.” – Sally Gronow


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