Page 15: Standing out from a crowd
MFI has established a culture of Total Customer Focus:
"THE STARTING POINT FOR
EVERYTHING WE DO IS FEEDBACK
FROM OUR CUSTOMERS"
"IF OUR CUSTOMERS DON'T WANT
IT WE DON'T DO IT"
Customer care is at the heart of everything MFI does. Top down commitment to the quality of service empowers front line staff to deal with real issues quickly and effectively, while at the same time influencing long term business development for the whole group.
Benchmarks set a minimum standard of service a customer can expect when he or she walks into a store.
MFI's divisional strategy was developed and will continue to be developed with the co-operation of customers. By identifying what MFI wants to achieve and then systematically researching it, MFI has developed a strategic plan for success. The measure of the success of a business is its performance. Since the new strategy has been introduced:
- Sales have grown year on year;
- Productivity per employee has increased year on year;
- MFI has received national recognition for the service it provides and the training and development it offers;
This has been against a background of economic insecurity and a purchasing public more cautious with money. The commitment to customer service has been one of the major factors responsible for this success. It has helped MFI to tighten its focus on the understanding that it is the Customer who is of the utmost importance in any organisation.
After all: The Customer is King