54 - L'héritage du client roi

Dans cet épisode de Good Morning SAV, on démonte un héritage tenace : le “client roi”. Dire oui à tout, accepter l’irrespect, sur-promettre pour calmer une colère… en service après-vente, ça finit souvent en perte de rentabilité du service, en démotivation d’équipe, et en relation client dégradée.Avec Laurent et Yoann Fond, on revient sur :D’où vient ce concept (années 80, logique marketing, époque d’abondance) et pourquoi il ne colle plus au terrain aujourd’hui.Pourquoi la satisfaction client ne garantit pas la fidélité, et comment ce dogme peut rendre le SAV toxique en interne.  Comment reprendre la main : organisation, cadre de service, et management clair pour savoir quand dire oui, quand dire non, et comment le dire sans casser la relation client.Pourquoi “tous les clients ne se valent pas” au sens opérationnel : segmentation, niveaux de service, et critères basés sur les besoins réels (pas juste le chiffre).Si tu veux un SAV plus solide, un diagnostic plus clair des situations, une meilleure organisation et une relation client plus saine, commence par poser un cadre et arrêter de confondre service et soumission.Partage cet épisode à un responsable SAV, un chef d’atelier ou un dirigeant qui “dit oui à tout” par réflexe.  Retrouvez-nous par icihttps://shows.acast.com/good-morning-savhttps://www.linkedin.com/in/laurentmellah/https://www.linkedin.com/in/yoann-fond/#SAV #ServiceApresVente #RentabiliteDuService #RelationClient #Management #Organisation #Diagnostic #BonnesPratiques #ServiceClient #MaterielAgricole  GOOD MORNING SAV est le podcast dédié au Service Après-Vente des entreprises, pour apporter un éclairage nouveau sur les organisations SAV. Le SAV ne doit plus être un mal nécessaire, pour devenir un véritable soutien à la pérennité et la robustesse des entreprises. Notamment en évoluant vers les SABE, les Services Associés aux Biens d'Equipement, un ensemble de services pensés pour soutenir les usages réels et la durabilité des équipements. Retrouvez GODD MORNING SAV tous les lundis matins à 6h30 sur toutes les plateformes de podcast. Hébergé par Acast. Visitez acast.com/privacy pour plus d'informations.

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This episode was published on February 16, 2026.

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