One of the values that guides our companies is Customer Focus. Our corporate development is directly related to our capacity to increase their welfare. This applies to any economic activity.
Classical economist Adam Smith taught us that “It is not the baker’s goodness that puts bread on your table, but his own self-interest.” With this short phrase, he summed up our motivation as entrepreneurs in serving others.
Our companies’ financial and operational strength is closely linked to a satisfied customer who returns, buys again and recommends us to others. This triggers a virtuous circle of entrepreneurial growth.
Customer Focus is a great value that starts by profoundly and constantly analyzing customer preferences and needs. It requires sufficient and timely stock of the best products in a friendly, orderly outlet and the creation of accessible payment options. For all of this, informational systems are fundamental.
Once a customer honors us with his/her visit, we have to serve him/her as we would like to be served. This implies i) understanding needs and showing empathy; ii) honestly explaining everything about products with complete knowledge; iii) surpassing expectations; iv) always doing what we promise to do; and v) offering excellent post-sales service.
Whether it is because of bad treatment, poor advice or long waits, sooner or later, companies pay the price for bad customer service.
Above all, we have to avoid the arrogance that makes us forget 1) team work, which allows us to improve our service. That’s why it’s always better to have fewer very good collaborators than a lot of bad ones; 2) the passion for detail and implementation, so nothing remains unresolved, and 3) maximum commitment and daily effort. Today’s sales must always exceed yesterday’s.
Instilling this value directly benefits us and our families. With this attitude, we will contribute to making the markets we operate in more competitive and efficient. This will necessarily contribute to stronger economic activity and increase our communities’ well-being. Focusing on the customer makes us grow.