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The phrase, “The customer is always right.” Has always been an annoying one to me, because frankly, the customer is rarely right.
In the rare instances that the customer actually is right, as a business owner I always quickly, efficiently, and unequivocally do the right thing. After all, what’s right is right, and when you are wrong and pretend you are right, well you get a reputation as an ass that nobody wants to deal with.
Ok, not exactly altruistic, but this is business, not charity.
So what to do with those customers that are absolutely positive that they know what they are talking about, even though the fact remains that if they did know they wouldn’t have needed your services to begin with? Well the first step is just to listen to them; and use pen and paper. Police officers do this all the time, and it only intimidates people who are trying to put one over on you. The great part of this is that they will begin to self monitor themselves, and in the process might see where this is there problem and not yours. The next step is to verify everything that they said, and if they can’t do that, well how can you possibly help them? After you have done that, you can see how nice you want to be, and how much of an investment or cost you want to take in word of mouth, because the bottom line is: When they talk to their friends, the customer is always right.
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