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Customer Satisfaction

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Customer satisfaction is a simple formula - it has to do with setting the "Perceived Value" in the mind of the customer higher than the cost to the customer. …

Customer satisfaction is a simple formula - it has to do with setting the "Perceived Value" in the mind of the customer higher than the cost to the customer.

It has NOTHING to do with your actual cost of providing the product or service.

For contractors this is especially critical because everything we are taught is about figuring out (estimating) our costs and then marking them up.

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  • 1.
    • Build it into EVERY process in the company!
    • Communicate it!
    • What did you do for the customer today?
    • Did you share it with them?
    Customer Satisfaction www.dbrownmanagement.com © 2004 by D. Brown Management /41 SIMPLE: Perceived Value minus Costs “ PERCEIVED” Value COST To Customer Customer Satisfaction Communication = Customer Satisfaction!

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