Why Is The Customer Always Right?

Posted by bloggertone under Sales
From http://bloggertone.com 5048 days ago
Made Hot by: dreamwithdeadline on February 1, 2011 11:54 am

We need to ask ourselves this question every time we are about to approach a prospective customer or client. Why? Because the answer will give us the ability to give the customer exactly what they need...

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Comments

Written by m4bmarketing
5048 days ago

Hi Tori,

I agree with you and I do like the way you said that they are the ones with the money. Even if they are wrong in their mind they will always perceive they are right especially when businesses try and convince them otherwise. If they disagree the art of persuasion comes into play.If they are as Duncan says jerks then you always have the option in business to business to not work with them.

Susan

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Written by Lady Tori
5047 days ago

Hi Susan,

Thanks for your comments, its true, persuasion is a great tool to have... We also have to be able to read them to see if they want to be persuaded..

Tori

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Written by businessavante
5048 days ago

Hi Tori,

I'd say the customer is right up to a point. If there were no jerks, no people mad at the world, no people having a really bad day looking for someone to take it out on - if human nature wasn't what it sometimes sadly is - then the customer is always right.

businessavante

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Written by Lady Tori
5047 days ago

Yours is definitely the more realistic view, I have rose-cut glasses on sometimes, but you are right, sometimes as a sales person we are seen as the person in the way of the customer and what they want. Rather than the person who can help...

Tori

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Written by yoni67
5048 days ago

Hah Bloggertone. Good premise, Though I disagree! I used to work on the assumption that the customer was always right. In my writing business, it allowed customers to walk all over me. Endless re-writes.

"Oh, that's not what I meant. Do those forty pages again this way."

"But Mr. _______, here are your original instructions, I followed them to the letter!"

"The customer is always right" dehumanizes the service provider. It means that in the case of disagreement, we are always wrong by default.

Last week I had a rude, belligerent and obnoxious client. He wanted a free re-write even after I proved to him that I followed his original instructions 100%. When he persisted, I told him to take his money and go elsewhere. The time I spent on his project? I'd rather leave him hanging and not get paid than kiss his butt!

Yoni

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Written by Lady Tori
5047 days ago

Hi Yoni,

Thanks for your comment. I suppose I have committed myself to the customer is always right theory because I am providing them with something they want, its when as Niall says, what they want and what they need are two different things that the disagreements come in to play.

As a consumer we are convinced by advertising that we 'need' the latest technology, I just hope my team take the time to find out if that's what the customer really needs/wants.

There's no excuse for customer rudeness and we can get a lot of it working in the service industry.

Thanks again

Tori

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Written by nialldevitt
5049 days ago

Hi Tori, Following on from the customer is always right theme, I've come to realise that sometimes what the customers wants and what they need can be two different things. So should the salesperson sell the customer what he/she wants or what he/she needs?

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