You’ve heard of The Golden Rule: Treat people as you want to be treated.
Dr. Tony Alessandra has shared with everyone about The Platinum Rule: Treat people as they want to be treated.
Today I offer The QUI Rule also known as the GREAT Rule: Treat customers a little better than they want to be treated.
You are happy because customers leave satisfied with your product or service. But that’s not good enough. Satisfied customers feel that their experience is good, not better, just average. Nobody raves about average. And satisfied customers will not return when they find something better or less expensive.
So don’t serve to satisfy customers. Don’t treat customers as you expect to be treated. And don’t treat them as they want to be treated. Instead, treat them a little better than they want to be treated. Serve to WOW them. Serve to CARE.
- COMMUNICATE with every customer with a smile, eye contact, and polite interaction. Inform each customer transparently and interactively of the product’s or service’s function, liabilities, and advantages to them.
- ACKNOWLEDGE each customer’s presence and value to you and your business.
- RESPOND promptly and empathetically to each customer’s questions, concerns, and complaints.
- ENRICH the experiences and, ultimately, the lives of every customer.
And Be Magnificently Boring to CARE! Consistently CARE for your customers so repetitively that you feel it is boring, but to every customer, at that moment, you are Magnificent! Customers have an emotional connection with you. The more emotional the connections, the more memorable the experiences, and the more loyal the customers are. Loyal customers will return repeatedly, spend more money, and rave about you to others on social media. Consistency builds trust. Trust builds relationships. Relationships build loyalty. Loyalty builds your business. CARE Magnificently!
The QUI RULE also known as The GREAT Rule: Treat customers a little better than they want to be treated. Serve to WOW them. Serve to CARE.
Don’t satisfy your customers and be just good. CARE for your customers and be GREAT out there!
What do you think? Whether you agree or agree to disagree, discuss or not, I’m sure that we can interact with each other without being disagreeable. So, I invite you to share your questions and comments.
#customerservice #customerexperience #customerloyalty #custserv #custexp #cx
BILL QUISENG | Deliver the World's Best Customer Experience 
I love the emphasis on going beyond satisfaction to truly ‘WOW’ customers! The QUI/GREAT rule is a fantastic reminder that CX is about building emotional connections. Here are a few additional thoughts:
Personalization is Key: Truly understand your customers’ individual preferences to tailor experiences that feel a step above what they even expect.
Empower Employees: Give your frontline staff the autonomy and training to solve problems creatively. This demonstrates you care about both your customers and your team.
Measure & Evolve: Track customer sentiment to understand what ‘CARE’ looks like in practice, and be ready to adjust your approach based on feedback.
Would love to hear how others implement the QUI/GREAT rule in their organizations!
Sarah, I appreciate and applaud your Rule of Three strategies to deliver customer WOW. By only three? Because nobody can remember Number Four. Your insight is concise, yet comprehensive. Well done. Bravo! I especially appreciate and applaud your insight to “Empower Employees”. In appreciation, in collaboration, and in the spirit of paying it forward, I offer you this:
QUI TAKEAWAY: Whatever your title or position, be a servant leader. Instead of asking your people, “What can you do for me and my business?”, ask them two questions:
“What do you think?”
“How can I help?”
When you ask, listen intently, respond empathetically, and act promptly to take appropriate corrective action, your people will feel respected, appreciated, and valued. You will inspire and empower them to develop themselves and engage others. Soon, everyone’s experiences and, ultimately, their lives will be enriched.
Thank you, Sarah, for sharing your insight that prompted me to collaborate with you to share mine. For that, I very much ❤️ appreciate you.