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Trabajos responsables - Think&Start

Trabajos responsables

Trabajos responsables

Cuando hacemos una compra de un bien cualquiera, por más sencillo que sea, como consumidores esperamos que este bien sea óptimo en su totalidad y que cumpla sus funciones enteramente; lo cual nos genera satisfacción y cumple las expectativas de la compra tanto en precio como en calidad y funcionalidad.

Sin embargo, no siempre es el caso (esto lo podemos corroborar con el departamento de servicio al cliente). Desafortunadamente existen ocasiones en las cuales el producto se vuelve una “decepción”, incluso al grado de llegar al martirio.

¿En cuántas ocasiones nos hemos arrepentido de haber comprado aquel juguetito que después nos causó intensos dolores de cabeza al intentar devolverlos?

En un mundo ideal esto no existiría si las empresas se tomaran más en serio su función de “servir al cliente”. Es decir, si una empresa se ha constituido para satisfacer la necesidad de un cliente, ésta debería ser su orientación y su fin único (las demás metas y resultados deberían también girar en función del servicio al cliente). No obstante, pareciera que algunas empresas hacen de todo excepto satisfacer la necesidad de un cliente y en cambio su meta se convierte en satisfacer sus necesidades o deseos económicos.

Por ejemplo podemos citar los recalls de una conocida llantera cuando detectaron una falla en determinado modelo, el cual podría ocasionar graves accidentes automovilísticos. En una ocasión recibí un email en el cual “X” compañía de computadoras me notificaba que “a” y “b” modelos presentaban una falla en el ventilador que podría ocasionar el sobrecalientamiento de la misma y por tanto su mal funcionamiento.

Ahora bien, la pregunta es: ¿por qué sucede esto? A mi como cliente final, el tener que ir a un determinado establecimiento para cambiar un artículo que adquirí de buena  fe por su reputación y conocida calidad debido a una falla, me ocasiona: desconfianza y molestia; puesto que no estaba en mi plan el tener que ir a cambiar tal artículo.

Este tipo de retrabajos, son desperdicios que se podrían evitar, si en las empresas se dedicaran a simplemente hacer bien las cosas; de principio a fin. Pensando siempre en satisfacer la expectativa del cliente; sin embargo, en ocasiones se nos olvida que aunque seamos proveedor del proveedor, el cliente final es siempre quien premia y castiga nuestro desempeño; así que, para ser un modelo de negocio exitoso, hagamos bien las cosas a la primera; cumplamos la expectativa de calidad y no seamos ese que todos ubican como fabricante de dolores de cabeza y constantes viajes al centro de servicio.

@ceciliaeinstein