CX Speak

The most AWESOME customer experience lessons from an exemplary businessman: Henry Ford

Written by Sonal Jaiswal | Evangelist, Customer Guru

Last week, we learned some great customer experience lessons from the founder of Walt Disney. This week, the spotlight is on Henry Ford, the founder of another iconic company – The Ford Motor Company.

The Ford Motor Company was found more than a hundred years back – way back in 1903. And it is no secret that it has come a long way since. Ford was the company that pioneered methods for large-scale manufacturing of cars and large-scale management of an industrial workforce using elaborately engineered manufacturing sequences. These methods of mass production were known all around the world as ‘Fordism’.

Henry Ford, the founder of the company is widely credited with making the car, then only a luxury, available to the masses. He successfully converted the automobile from an expensive curiosity into a practical conveyance that would profoundly impact the landscape of the twentieth century. He is considered one of America’s leading businessmen, and there is no doubt that his legacy will live on for decades to come.

While there are a million things that one could learn from the great man, here is  a compilation of some of his quotes that are valuable CEx lessons too:

“Employers only handle the money – it is the customer who pays the wages.”

The sooner an organisation understands this fact, the better they will begin doing. It must be understood that the customer is the heart and soul of an organisation. It is not the owner, but the customer who runs a company. The owner is only someone who handles the cash.

“A business absolutely devoted to service will have only one worry about profits.  They will be embarrassingly large.”

What an absolute gem from Henry Ford! You now know what to do if increasing profits is your goal. Focus on the customer and your profits are going to be too much to handle!

“Quality means doing it right when no one is looking.”

Be true to yourself when you are either building a product or giving a service. Never do to a customer what you wouldn’t want to be done to you.

“If there is any one secret of success, it lies in the ability to get the other person’s point of view and see things from that person’s angle as well as from your own.”

Many of the customer-facing employees fail to recognise this fact, often resulting in arguments with the customer. Always put yourself in the customers’ shoes – empathise with him and be genuine. Half the problem is sorted when the customer understands and believes that someone is listening to him. Take responsibility and assure the customer that you will sort out the issue for him!

“A business that makes nothing but money is a poor business.”

Of course! Customer loyalty, delight, and goodwill are a lot more important. And if you focus on all of that, profits are inevitable.

Are there more such iconic leaders that you would like to hear about? Do let us know and we shall be glad to write more for you!


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