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Raising Customers

I just overheard an account manager talking about a difficult customer situation and his efforts at being customer focused. His response to this situation was, “For crying out loud, serving customers is just like raising children.”

Most parents in the workforce probably agree that there are many things to be learned from parenting. Things like effectively using positive and negative reinforcement, persuasion skills, time management, etc. But this comment definitely had a severely negative spin to it. In fact, I was starting to wonder what exactly he meant. Did he mean that customers are always needing something, always under foot, whining about every little thing? Probably, but maybe there is another way to look at the similarity between children and customers.

Maybe he meant that in order to create value for our customers we must care for and nurture them, always try to do what is in their best interest and do everything in our power to help them be the best they can be and achieve their goals.

About the Author

Phil Bounsall

Phil Bounsall

As president at Walker, Bounsall is focused on the development and execution of strategies and operating plans designed to enhance Walker’s position as a global leader in customer intelligence. Bounsall also works with Walker’s client service teams to help meet the needs of Walker’s clients.

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