管理大忌：三大致命的美好愿望

    简单而言，我们认为服务必须收费。新的收费和上调价格只是一种方式，往往也是最没有创造力的方式，许多市场都不能接受。

    服务收费遇到困难？首先，要确保你是在为客户创造真正的价值。然后从中为自己争取一部分。

    我们经常接触到很多企业管理者，他们的想法和出发点都很好，但没算好经济帐。他们的问题不是对客户不够全心全意，而是死守一种观点，认为“只要有好的出发点就足以成功”。然而，好的出发点不仅不够，有时甚至恰恰相反，会成为企业发展的绊脚石。

    弗朗西斯•弗莱和安•莫瑞斯是《与众不同的服务：将客户置于业务核心的制胜之道》（Uncommon Service: How to Win by Putting Customers at the Core of your Business） 的作者。

    译者：早稻米

    Our message, simply, is that service must be funded. New fees and price increases are just one approach – often the least creative – and many markets won't tolerate them.

    Having trouble getting paid for service? Make sure you're creating real value for your customers. And then try to capture a fraction of it.

    Every day, we work with leaders whose hearts and minds are in the right place, but their numbers aren't. Their problem isn't a lack of commitment to customers. Rather, it's an attachment to a worldview that assumes that good intentions are enough to succeed. Not only are they not enough, but they are also sometimes the very things standing in your way.

    Frances Frei and Anne Morriss are the authors of Uncommon Service: How to Win by Putting Customers at the Core of your Business.