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The CHI Benchmark


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In some places Perfection is a Habit not an Attitude!

That reminds me of an anecdote that I read some time ago. Apparently, the American Computer Giant IBM decided to have some parts manufactured in Japan as a trial.

In the specifications, they set a standard that they will accept only three defective pieces per 10,000 pieces. When the delivery came to IBM, there was a Letter accompanying it.

‘We, Japanese people, had a hard time understanding North American business practices.

But the three defective parts per 10,000 pieces have been separately manufactured and have been included in the consignment in a separate package mentioned – “Defective pieces as required, not for use, “Hope this pleases you!”

Now that’s perfection. That’s mastery! That is what we call WOW! Most businesses and most business people tend to operate at average.

Walk into their restaurant and no one smiles, the room’s a mess, the food is mediocre, the details are undone and there’s zero element of utter surprise.

Hop onto most airplanes, Or observe most retailers. All average, No wow. 

Underwhelming passion, Bankrupt innovation, Most people are just going about their jobs, doing their chores rather than satisfying or pleasing the customer.  

Just a bunch of companies copying everyone else and playing not to lose versus aiming to win. 

You have a complaint, The customer care call centers will keep on asking you to punch numbers to no avail.

In this world of automation, we seem to have lost the personal touch and just the slight empathy  that every complaint needs, thus leaving a huge vacuum for a ‘caring’ and ‘client first’ kind of business to step in.

This leaves a gorgeous chance for some businesses to stand for mastery and customer delight – To dazzle by acumen and skill, To leave your customers with tears in their eyes by the exceptional excellence that they model.

Corporates would do better to adopt the  CHI or Customer Happiness Index as the benchmark rather than the sheer comparison for the evaluation of their services.

Please remember: a job’s only a job when seen as a job. See your job as your craft  and your chance to leave your mark on the world. 

Aim for mastery, adopt the CHI benchmark for your business.

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