Understand the Customer’s Requirements
The quality process has taught us the importance of meeting the customer’s requirements to keep their business. However, in order to meet the customer’s requirements, you must first understand what they are. You may think you know what the customer’s requirements are, but do you really? Misunderstanding the customer’s requirements results in more lost sales than any other reason.
To find out if you really do understand what the customer’s requirements are, try this simple exercise. First write down what you believe to be the customer’s requirements. Next ask the customer what they perceive their requirements to be. Compare these two descriptions and see if there are any discrepancies between these two ...
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