MYPRODUCT3 100% Customer Satisfaction. Mission Impossible?

1.Situation

For several years I have been part of my life partner’s business, named Karuka, a photo studio specialized in photos for children, new-borns, future mothers, parents and families. The flagship of this family business is Ileana Olaru, the photographer who performs the photo sessions in Karuka studio or in outdoor locations, who then carefully selects and edits all photos and offers these wonderful memories in unique hand-made albums and frames made by her with scrupulousness and skill.

2.Task

Customer satisfaction is an extremely important pillar in any business, the foundation of customer loyalty, sales frequency, recommendation and ultimately the growth in turnover. All companies use customer satisfaction as a key indicator in evaluating sales and promotion performance. The higher the satisfaction of customers, the healthier and more stable the business is. In this context, I often wondered if there is a business with 100% customer satisfaction.

3.Action

I watched and sustained Karuka from the shadow, but sometimes I participated in photo sessions as an animator for children who were photographed. So I had the opportunity to see the reactions of the children when they entered the photo studio, a fairy tale world full of new temptations: toys, props, decorations, etc. I saw how children actually do not pose but just play. I’ve seen parents relaxed or tense, ready to expose the most demanding postures for unique experiences and dreamed photos.

4.Results

Mostly I watched Ileana. How she manages to make her clients welcomed and relaxed before the photo session just by offering them hand-made lemonade. How she puts a lot of patience and energy in every photo. How she carefully selects and works to create the most beautiful frames, how she prints the pictures always in the same place because only in that place is the quality of the print she desires. How she makes from small things wonderful hand-made albums and frames. And finally how she preciously packs these albums and frames in special paper to give the customer the joy of opening their most beautiful gift: priceless photos with their children and family. An eternal and beautiful memory to which you always come back with joy.

What truly amazed me it was the tears that parents had when they first saw their photo gift. This instant surprise reaction and natural joy of parents when they first time see their photos is the supreme satisfaction for Ileana.

5.Key Learnings

I realized that Yes, there is a business with 100% customer satisfaction. What I thought was an impossible mission I discovered right next to me. When you are involved, when you put passion on your job, when you do what you really like and you are good at, the results can be amazing. The proof is those customers are constantly returning to Karuka or recommending Ileana to their friends.

I confess that I do not know another business with 100% customer satisfaction. If you know one, let me know.

Notification: MYPRODUCT reflects my real professional experience and expertise as well as my subjectivity. I do have a profound respect for all the companies I collaborated to and for all the people I worked with. It is not my intention to approach any sensitive, confidential or offending information related to companies, projects or people. If you the reader deduct or recognise companies, projects or people in my examples, I kindly ask you to respect MYPRODUCT and my professional and ethic approach and to not share any detail, information, situation, name, company.