A common business refrain is that the customer is always right.
And we’ve all heard stories of companies and employees going to ridiculous lengths to meet customer needs.
But what if the customer isn’t always right? Are there times when it’s better to tell the customer that they’re wrong?
In fact, treating the customers like they are always right can actually be harmful to your business. It can dampen employee morale, use up vital resources, and even hurt your best customers.
Don’t believe me?
Here are 7 reasons why your customers are NOT always right.
Reason #1: Because You Have Limited Resources
You and your employees have limited resources. You have limited time, money, energy, and even patience. The ugly truth is there are some customers who will never be satisfied, no matter how far you bend over. No matter how much time you dedicate, these customers will still be unhappy with what you provide.
If you’ve done your best to address their issues, you shouldn’t feel guilty about moving on. In fact, it’s your responsibility to keep going. Your business does not exist solely for that customer. You also meet the needs of hundreds of other customers, as well as support your employees. It’s actually irresponsible to continue pouring yourself into one customer at the expense of other people.
Not all customers deserve your company’s best efforts. And despite what the old adage says, the customer is most definitely not always right. Because in the world of customer centricity, there are good customers…and then there is everybody else.
Reason #2: It Makes Your Employees Miserable
There will always be nasty, abrasive, grumpy customers, especially if your business serves a large number of people. If you deal with 100 customers per week, there’s a good chance that ten of them will have woken up on the wrong side of the bed.
Now, you certainly don’t want to respond like the “Soup Nazi” from Seinfeld.
But if you tell your employees to treat the customer like they’re always right, you’ll make the employees miserable. When it comes down to supporting your employees or supporting an insufferable, irate customer, you want to support your employees. You want customers to know that, while you value them, you won’t let them abuse your employees.
Yes, there will occasionally be times when your employees may mistreat a customer. But the solution isn’t to declare that the customer is always right. The solution is to support your employees with proper training.
And, the more you support your employees, the better customer service they’ll provide to your other customers. As a general rule, unhappy employees provide poor customer service, while happy employees are more than willing to go the extra mile.
Supporting your employees pays dividends.
Reason #3: The Customer Isn’t The Expert
Who knows your product or service best? You and your employees. There will be times when a customer thinks they are the expert. When they assume that something is supposed to work a certain way. When Go to the full article.