“Tomorrow morning, when you look in the mirror after you’ve gotten up, just write — put it in lipstick or whatever you want on the mirror — just put ‘delight my customer,'” then he clarified: “The phrase is not “satisfy my customer,”” … “Any business that has delighted customers has a salesforce out there. You don’t have to pay them, you don’t see them, but they’re talking to people all the time.”
These are the words of no other than Warren Buffett, the legendary value investor, CEO of Berkshire Hathaway, and one of the wealthiest man in the world.
Buffett said at Goldman Sachs’ 10,000 Small Businesses panel event at LaGuardia Community
Buffett shared a personal story about trading in his 2006 Cadillac to purchase his new 2014 Cadillac XTS in 2014. “I don’t remember how much I paid, but I remember the experience I had”, “Have them walk out the door thinking, ‘I have never had a better experience with a human being,’ and they will come back to buy your car,”
He warned of the price of not delighting your customers will result with losing the vote of the customer. “Either I felt very good about the person who dealt with me, or I thought the next time I will go someplace else,”
BTW, Buffet was so impressed with the sales lady at the dealership he sent a letter of praise to General Motors chief executive Mary Barra. Delighted clients feel compelled to delight back. They stay loyal and share the delight back by advocating and by gratitude.
Buffett said Amazon founder Jeff Bezos encapsulates the principle of making customers happy not just satisfied. “Today he is still thinking of how to delight his customers, and he will never quit.” ,”… “Your customer is going to get to vote and talk, and you want them out there as salesmen for you,” “You will succeed if you have delighted customers,” …. “Don’t settle for satisfied.”
To help you with your search for the next speaker/consultant to work with your team, you can see below a partial client list and some of my testimonials of clients that were delighted by our work.