What Can You Learn from a Fortune Cookie?

What Can You Learn from a Fortune Cookie?

I love to eat Chinese food. I enjoy the variety; all the soups, noodles, stir-fried vegetables and of course opening the fortune cookie at the end of the meal. It’s like finding that special treasure in a Cracker-Jack box. You never know what to expect.  I recently Googled, “fortune cookie messages” and uncovered some really good ones.

Failure is not defeat until you stop trying.

Time may fly by…. But Memories don’t.

At times it is better to know when to exit than enter.

When you get something for nothing, you just haven’t been billed for it yet.

The majority of the word “can’t” is can.

The secret of getting ahead is getting started.

The best things in life aren’t things.

Laughter is the shortest distance between two people.

We cannot change the direction of the wind, but we can adjust our sails.

When I cracked open my fortune cookie the other day, I was pleasantly surprised not only with the message, but its relevancy to all of us in the field of customer service.

It read: “CUSTOMER SERVICE IS LIKE TAKING A BATH, YOU HAVE TO KEEP DOING IT.”

I’m not sure if it’s really a Chinese proverb or not, but certainly an important message. Taking care of customers is not a one-shot proposition; it’s something to be done again and again. If sales and service associates could think of ways to make each and every customer feel special and welcomed with every interaction, it would dramatically increase repeat business. After all, a customer is not a customer until they return.  Asking for the person who helped them with their last purchase is significant, affirming that a fortune in the cookie can come true.

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About the Author ()

Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies amassing the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business, was released in February, 2016.

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