Customer Is ALWAYS Right - Or Is He?
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Conventional business wisdom states that the customer is always right. He can do no wrong. We are the service provider. We listen. We serve.
Spot on? Or BULL?
For me, I try to give value and go the extra mile for every client and partner I work with.
As much as I can, I try to accede to every request that is within my means and the scope of the working agreement. Because if I can make them happy, I have a loyal customer - for life!
And that customer can refer another customer to me and so on. It grows from there...
Having said that, customers can be a real PAIN in the ARSE! Especially when their demand goes overboard.
Case in point.
I offer a bonus package to a product I was promoting. Anyone that buys through me, gets a value-added bonus on top of a cash rebate.
This particular guy bought through me. Fair enough. I delivered everything that I promised. Even he couldn't deny that.
He asked for more. No problem.
I gave.
He asked for even more. Getting more and more demanding all the time.
I still spoke nicely to him, until...
He said this.....
"I understand that you think you have delivered your bonuses...."
And I replied...
"I do not think I've delivered. I did..."
What can you say to such people? Dumb ass! Really testing my goodwill and patience!
Still, at all time, I was courteous and civil.
Now back to the point of whether customer is always right.
I very much believe in this. After all, customers pay for what they expect to get. We deliver what they want. That's a basic level of customer service we must provide.
And as far as possible, we try to under-promise - and over-deliver.
However let's not try to take this saying as the absolute truth.
If a customer gives you much unjustified and unnecessary grief, and when you can possibly spend more good use of your time to add greater value to other deserving customers, then it's time to do the right thing.
Point out you have done everything you could have possibly done within your scope and how you have delivered above and beyond what is required (if you had).
And then politely refuse any further request.
That's just a nice way to tell him to fly kite!
You deserve better. And your other clients need you more.
If you are one who have had many bad experiences and frustrations with customers, voice it here. I will love to listen to you...
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