Debunking the Myth: Why the Customer Isn't Always Right

The Customer is Always Right!?Wrong.?

?

The saying the customer is always right has lived in the modern business world for years. A quick glance at the surface would say, of course, the customer is always right.?You need to keep your paying customers happy and that means whatever they want is right.?However, that perspective is not only incorrect, but also not a healthy one either.???

?

Think about any relationship. Your significant other. Your sibling. Your friend. Is there any relationship (that works) that assumes the other one is always, right??No!?The most effective relationships are partnerships.???

?

So, what is the correct perspective and strategy to optimize your customer relationship??

?

We can break it down in a few key areas:?

?

1. Listen.? Every relationship starts and ends with listening. When people are frustrated, concerned, even happy- they want to share their feelings, thoughts and they want people to listen.?Listening to your customer is important.?
2. Acknowledge, but do not respond with answers right away.? It is quite easy to get lulled into an emotional customer talking about a challenging experience.?Instead of “piling on” by saying something like: “oh wow that’s awful and unacceptable”?Try:?“I understand how that could be frustrating.?That is not usually how we would do that.?Let me investigate what happened and get back to you with more insight and ensure we can effectively move forward.”?
3. Honesty.?Everyone makes mistakes.?If you hold anyone to a standard in which they will not make mistakes- that is a relationship that will not survive. Most customers will openly embrace an honest relationship where partners will admit when they had a misstep OR a challenging situation occurs.?
4. Provide healthy, but sometimes challenging perspective.?This is where most people get tripped up.?Sometimes the customer is flat out wrong.?This is where you can insert yourself to show value in your relationship. I often try and give them the perspective of their customers and how they would prefer that same experience. If you can walk through how, it impacts them AND you in a healthy and productive way, that is where you can shine.????

?

In my world, helping organizations with technology, this becomes EXTRA important.?Every year, technology becomes more of an integral part of how we live AND the impact of how businesses use technology is growing in importance.?That means understanding the customers' perspective and helping educate them on the reality of the situation is important. This can be an extremely sensitive discussion, as issues with technology can be difficult to understand and there is again more reliance on the technology working.??

?

Following the path of?listening, acknowledging (waiting on answers), honesty, and providing perspective will guide you to the correct and most enjoyable experience! The customer is not always right, but owning and valuing the relationship is.?