Is The Customer Always Right?
Why my answer is different than others
Years ago when I would attend sales and customer service trainings and seminars there was always a common adage that was said, “Remember the customer is always right.”
I always questioned that. It seemed like it was a blanket assessment that wasn’t completely accurate. It took me years to fully understand the true concept and meaning of that adage.
The problem is there isn’t always a clear who is right and who is wrong. When you say the customer is always right, you’re automatically assuming you, your team or someone within your company was wrong. That isn’t fair to either the customer or the team member.
In the customer’s mind, they’re always right. They know they have the advantage. They’re the customer.
It puts team members in an unfair spot. To them it feels like no matter what was done, how things were done or communicated, they’re wrong. It isn’t fair. That mindset and outlook isn’t good for morale.
Retaining quality employees who you trust and have confidence in should be the top priority. With the customer is always right mindset, sometimes employees have to take the wrath of customers with little support from management.
What happens next? Employees tend to move on to other opportunities. Be sure to support your team first and then customers.
Figuring Out The Problem
Every customer has a right to voice their thoughts and opinions about whatever is frustrating them. To do right by the customer we listen to them.
Many times, the customer believes they have all the information needed to make an assumption, decision and form an opinion. If the customer is wrong or doesn’t actually have all the necessary information, it’s your goal to cover your bases and research the problem further before proposing a solution.
The best way to do this is allow for a cooling off period. If a customer contacts you about a problem and is upset or wanting an answer right away, it’s best to deescalate the situation.
Instead of rushing to provide an answer or give an assumption to what the problem may be, set the expectation for the customer. Let them know that you will look into the question at hand and get back to them. Give them a timeframe where you’ll contact them back. Set the expectation of 24 hours, 48 hours, by the end of the week etc.
Give yourself time to research and find out the problem and the cause. Rushing to give an answer while under pressure and on the phone with the customer creates an anxiety, a sense of rushing and probability that confrontation stems or inaccurate information is shared.
You’re the expert. Get your facts straight and then contact them back in the timeframe expectation you gave. This allows you to get the facts and provide an answer and offers solutions.
It's a balance between taking time to understand a customer’s issue and providing them with solutions that will bring the most satisfaction.
What To Do If The Customer Is Right
If the customer is in fact right and the issue at hand was your, your team or someone else in your company’s fault, admit it. Take responsibility. If there was a failure or something was overlooked, admit it.
One of the worst things we can do in business is try and cover up the mistake. Don’t try to pass blame on, hide it, or pull one over on the customer. The worst thing you can do is lie to try and sound or look better. That is the ultimate recipe for disaster.
Want to lose a customer or get a bad online review? Lie or don’t be truthful with a customer. Nothing has upset me more in customer service interactions than when I’m lied to. That’s the quickest way to push me away from your company. I’m gone! Sayonara!
Strive to leave the customer feeling satisfied and valued. Be honest and be straightforward. At the end of the day that is what all customers want from a company or representative.
What To Do If The Customer Is Wrong
Contrary to what is taught or said, the customer is wrong quite often. I’ve seen it and continue to see it. But you can’t just say you were wrong and we were right. How do you think that would go over? What if someone said that to you?
Instead of telling a customer they’re wrong, provide them with solutions. Take the focus off the issue and flip it to make the customer now think about how to fix or improve the problem that happened. It transforms their thinking into being proactive versus being reactive to the answer you gave them.
This helps them understand ways to address the problem and move forward with you. You’re helping offer alternatives and solutions to the problem at hand. This allows you to prove your value and expertise. You take a problem and turn it into a pleasant experience. It allows you to shine.
The unruly and rude customers are inevitable in business. But that doesn’t mean you have to keep doing business with them. Customers who are often unreasonable, don’t pay on time, are verbally abusive and take up way too much valuable time aren’t worth having. Sometimes it’s ok to fire a customer.
You aren’t going to satisfy and keep every customer. It’s impossible. You’re going to lose some and that’s ok. You do your best with those who value you, your advise and what you have to offer.
There Doesn’t Need To Be a Winner
Does it really matter who is right or wrong? Are we trying to declare a winner and a loser? What’s the reward or trophy? There isn’t one.
If the customer stays as a customer, it means there is sense of satisfaction. You keep the customer. That’s a win-win. It doesn’t matter who is right or wrong.
The Coffee Table ☕
This past weekend marked three years since Jon Boorman passed away on October 21st. I wrote a post about Jon almost a year ago and the impact he had on me even though we never met. It has become one of the most read and shared posts ever on Spilled Coffee. It’s also one of my proudest pieces I’ve ever written. Live Your Best Life: What someone I never met taught me
I saw the numbers on what the average price on a new car has done over the last three years and just had to share. I’m still suprised the average price is almost $50,000 now.
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