Now i know that the no. 1 rule in business is that customers are always right, but sometimes it feels like customers take advantage of that sometimes. I just want to hear some of your thoughts on that, thank you.
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10-06-2012, 02:42
Now i know that the no. 1 rule in business is that customers are always right, but sometimes it feels like customers take advantage of that sometimes. I just want to hear some of your thoughts on that, thank you.
So true! I feel like I deal with Credit hagglers all day.
Here are some of my favorites:
Well this didn't happen when it was supposed to so can I get 10 off?
This is not working like it was supposed to so can I get a complete refund even though I've used it a thousand times already!!!
I always want my clients to stay and never look for another service provider as I have lots of competitors. This is why I always give them what they want however, I don't want them to tell me what to do with their system when it will be destructive to their computers. The rule"costumer is always right" may not apply to some businesses.
Yes, there will always be some customers who will take advantage. I tell myself that the customer is always right even when they are wrong. But sometimes that just doesn't apply. I actually had to fire a client many years ago. It was overdue. I took a lot of crap because I thought I needed him as a client. Once I let him go, my stress level dropped and that freed me up to do more marketing and got more clients.
It is true that customers are always right, for the marketing focus of every business should always be the customers. They should be treated exactly how they expect to be treated, or even better if possible. Sometimes, even if their requests are already outside the scope of their purchase, they still need to be served and the company should shoulder any additional cost. That's okay, as long as the customer is still profitable and loyal. However, if they are already claiming untruthful statements solely for their benefit, then the company has the responsibility of explaining the mistake but in the long run, the customer shall still perceive positive image towards the company.
When I used to work as a cashier customers would pull crap all the time knowing full well that they could most likely get away with it. There were times when I would argue with the customer (in a polite and calm manner of course) but only when what they were trying to do was clearly some sort of violation. If it were something minor then I would often let it go because I believe that it's better to lose a dollar one day while keeping that customer than to have that dollar yet lose a customer.
The customer is always right, within limits. Just as customers can choose who to buy from, sellers can also choose who to sell to. Unless and only if the product or service you sell is a one-off thing like once the deal is completed, you don't need to know or want to know who you sold it to, then if you don't choose your customers properly you will end up with more problems than profit.
I have to say, sometimes I REALLY hate that saying. The customer is always "right" because we as the business man have to cater to them. The problem with that is sometimes the customer is extremely unreasonable and outlandish in the requests they make
Its like this even in IT now. The program ITIL teaches you to treat your users like customers so the concentration on delivery and service really can put you behind the eight ball with users who do not behave. I am also a licensed barber in the US and always treated my customer with this rule. They aren't always right but you need to treat them that way. Some take advantage for sure. They bully people they know they can take advantage of and when you are in any customer service business you are never in the position of power.
New customers are always trying to get free samples from me. We will charge them for samples but on your next order we will always deduct the price you paid for it so they only pay for what they order but for some it is still not enough.
Jerry
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