Customers first

Customer service is of paramount importance to any organization. The customer is king, we are told. For the Japanese, however, the customer is God. Little wonder they have become so successful in all their business dealings.

Most people know that Mahatma Gandhi obtained political freedom for India by unique non-violent means. Not many people know, however, that he also contributed valuable thoughts on customer service.

Mahatma Gandhi urged business leaders with the following:

"The customer is the most important visitor to our establishment. He is not dependent on us. We depend on him. He does not disrupt us in our work. He is the purpose of it. He is not an alien in our business. He is part of it. We do not do him a favor when we serve him. He does us a favor by making it possible for us."

This is not an earth-shattering philosophy, nevertheless, the words are simple, sincere and striking. The 50-year-old statement carries more weight and relevance today than ever before.

Any customer who is the recipient of such service as enunciated by Mahatma Gandhi, would not only be satisfied but delighted.

D. CHANDRAMOULI

Jakarta