The customer is always right ... wrong!
It has been drilled into our heads that the customer is always right. No matter what they say, how they say it and even when it's glaringly obvious they are wrong - always tell them they are right.
WRONG!
Let's put it to you this way.
The customer has come to you, to your business, because they feel that you and your business can solve a problem they have or provide for a need. Most times, they believe, at the time, on one level or another, that your business is the expert in that particular service or product offering, hence why they have chosen to come to you. Let us put aside pure cost for this argument.
If that be the case and they complain about something or insist that what you are doing is wrong, then it may be a good time to remind them of why they came to you in the first place.
Taking time to investigate what the problem is and why the customer thinks they are right is the first step. If you know they are wrong and can prove it, then state it in a calm and factual manner. If they continue to insist that you must sort their problem out, that they are the customer and therefore you must just bend to their will, then it may be time to say goodbye.
Allowing customers to always get the upper hand can ruin your business down the line. Word will go around that you don't stand up for what you believe in, that perhaps you are a push-over, and in the end, no respect will be left for you.
If your employees need to continuously bow down and just shut up even to brusque and rude customers, you will land up with unhappy staff and very well be continuously churning them in and out.
Always consider the bigger picture - is this customer the be-all and end-all - can you reason with them - are they possibly right - how can you get through this with your pride and respect intact?
Business is tough - we understand - and its the reason we at Business Doctors Milnerton are always looking for ways to help business owners on their entrepreneurial journey.
Link through here https://cameronbusinessdoctors.gr8.com/ or send me a LinkedIn direct message to arrange a chat.
#businessdoctorsmilnerton #businesshelp #scalablebusiness #mastermindprogram #businesscoaching #valuationofbusiness