“Here in U.S. the customer is at the center of what we do. Our German colleagues do not think that way. They actually say: “You need to stand up to the customer re: what they need and how they should buy from us.”
Our response: “No, we are customer-centric. We cannot do that.” The German response is then: “Tell the customer that they should just try our product. They will like it.”
It comes down to who customers want to work with. Coming in cold, calculating, factual, analytical does not work with Americans. Every relationship is personal first.
How can we get our German colleagues to understand this?”
The questioner states:
“Here in U.S. the customer is at the center of what we do. Our German colleagues do not think that way.”
Are the Germans not customer-oriented? Seriously. Only eighty million people. Country no bigger than the US-state of Montana. Yet, fourth-largest economy in the world.
Either there are a lot of really dumb customers out there buying stuff from the Germans. Or German products are so great that a lack of customer-orientation does not matter. Or, maybe just maybe, the Germans are customer-oriented.
So, is the American perception wrong that the Germans are not customer-oriented? Or could it be that Americans and Germans define customer-orientation differently? And when we say Americans and Germans we mean also American customers and German customers.