Customer Is ALWAYS Right – Or Is He?

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…

[tags]marketing, online marketing, e-moneymarketing, customer service, customer is always right[/tags]

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Some people can be really difficult – its like they are looking for an argument. I have dealt with quite a few people like that over the years but most times with some hard work and patience I have managed to have things end on a positive note. I take the view that if they at least think I have tried my best then they might come back again in the future – hopefully in a more reasonable state of mind!

Hi Bunc,

Good for you! Yes, it is inevitable we get unreasonable people along the way. Can’t be helped!

Good to see you are able to solve everything on a good note. That is important.

I will say the far majority of customers are always good and nice people. It is only the small few that give trouble.

Oh well. That’s the reality of business!

Thanks for coming by!

Cheers,
Bunc

As hard as it can be sometimes always take the high road when dealing with customers.

Very nice and useful post :smile: . Thank you I wasn’t aware of much of these articles and blogs.

Apartment loans:

I can understand what you mean. Sometimes an errand customer just have to be put in place. Just sometimes…

I would have to say not. They are not always right. If so some businesses would not make it. Some services just don’t work best this way. Take for example web hosting. If you gave a refund for every little thing that went wrong you would be broke because once in a while you may have an uncontrollable issue. Or car insurance. When was the last time you heard of someone being refunded for car insurance because someone made a mistake on a plan? It just doesnt happen.

Low cost car insurance:

You are right. Like you said, sometimes, business sense just doesn’t allow for this.

A lot of exercising of judgment is needed. Ultimately, while we think for the customer first, it mustn’t be at the greater expense of yourself and your other customers.

That would have been unfair already.

Thanks for letting me know your view!

Cheers,
Jag

I need to get me one of those signs

NationVoice Ventrilo,

Cool sign ain’t it? I wish I can get my hands on one of those too!

Cheers,
Jag

no matter he is right or wrong , u need to say he is right so that he can stick to u .

Hi CreativeStrokes,

We will still try to remain as tactful as possible, whenever we can.

Worst comes to worst, we just ignore. Then again, we only do this at the very very last resort.

Cheers,
Jag

I don’t think customers are always right, however, if you want them to remain customers than you may have to concede they are right.

I also think that the customers not always right and agree with you Vancouver Press.

The entire reason that I swore off retail completely was because of the fact that the customer was frequently wrong, but would not admit it.

Sometimes an errand customer just have to be put in place. Just sometimes…