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I have read several articles the past few weeks on the subject of customer service. In these articles, the idea of the customer always being right came up more than once. The conversation between sales people was quite entertaining as the concepts of customer service were bantered around. One person said, “Of course the customer is always right,” while another declared “No the customer is not always right …”
I think that instead of worrying about who is right and who is wrong, we, as business owners, need to consider the question, “How can I treat my customers in such a way that I create a business that they can count on?” You see, if I treat my customers in this way, they will not expect me to never make a mistake. And when I do they will have the same consideration for me as they will see from me when the mistake is theirs. This kind of mutual respect is what makes companies worthy of referrals and customers worthy of special treatment.
It seems that in this day of easily hurt feelings and people being offended over little to nothing, that the companies that stand out from the masses are those whose worries are not right vs. wrong, but respect and dignity being shown by all parties. If we business owners cannot show that kind of respect to someone who is or might be our customer, then perhaps we should have the courage to not take them on in the first place. We should also be willing to let a current client/customer go if they refuse to show us the level of respect that we are working hard to show them.
In the end, we cannot please everyone all the time, but if we work to deal honestly and respectfully with our customers/clients we will build a business that they can count on!
Dave
More inspiring, valuable and immediately applicable insight.
Yes! I agree building a business on respect and honesty are key factors in providing the kind of service customers truly deserve. They respect your business enough to “give you business”.
Thank you for sharing.
Thanks for the kind words. With customer care being a trending topic these days, we ought to look at the whole picture.
Dave,
You are absolutely right. Customer service is vanishing today with all the outsourcing our bigger businesses do. As entrepreneurs, we have the advantage of making sure that good customer service is a top priority.
That said, there is truth and wisdom in your advice about realizing that not everyone is the right customer for your business, and by realizing that, we can avoid many headaches. Identifying our “A list” customers and really building good relationships is simply good business.
Grace – identifying and being comfortable with who we will do and won’t do business with is indeed one of the real keys to successful customer care. If you don’t work well with a customer, you will not give him your best and in the end he will make it known any way he can about how little you did for him. That could sway other potential clients away from you and into the arms of your competition. Better to give up on one customer today that a handful later!