Fulfilling The Customer's Every Wish, SHOULD WE?

All knowledge about customers would explain that customer satisfaction occurs because they feel that their needs and wants have been fulfilled, in reality, it isn't that easy.

Fulfilling the ever-increasing desires of customers definitely requires effort and resources. look at how banking customers have demands that continue to increase over time. In the past, having a savings account meant getting a bank book. soon they were eager to get an ATM card could to make it easier for them to withdraw cash at a cash machine. Shortly afterward, they expected that their ATM cards could be used as a transaction tool with debit accounts and eventually almost all ATMs could be used together with EDC machines. Nowadays, they look forward to using their mobile phones instead of plastic cards, all requesting QRIS and contactless payment facilities. It's a never-ending stream.

Added Value or Generic?

Let's see, is the demand of the customer ad added value or something that is already offered in general by competitors? if the desired item is an added value, you may consider giving it in exchange for a certain value, for instance, it can only be given for more products. But if what is expected is something that many competitors are now providing, then you must be able to deliver it, otherwise, you will be considered 'falling behind'.

Who's asking?

Sometimes we need to consider who's asking, and how valuable the customer is to the company. Every company must be able to determine its business Pareto. If a premium customer with high purchase value is asking for these extras, surely you must be thinking of fulfilling it, because if they don't purchase, you will lose a significant portfolio. For example, if a customer who wants to buy a premium-priced vehicle demands a waiver for odd or even registration numbers at a car showroom, the dealer must think hard to refuse.

There are many other consideration, but in conclusion, not all customer requests must be fulfilled, but you need to consider them carefully.