Sep 13 2007
The customer is NOT always right… sometimes they are a pain
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Sooner or later it happens to us all. Regardless of how much we do to serve each customer perfectly, things do go wrong, sometimes little things, and on really bad days, really bad things…
And, unless you and each member of your service team have a very specific and comprehensive response strategy, the resulting situation can get totally out of hand and unnecessarily embarrass the customer, de-motivate your entire service team, other customers present, and worse, become a topic of conversation that spreads throughout your community like a killer virus.
It’s simply not enough to merely trot out the old “The customer is always right” clichés, then expect your team to diffuse the wrath of a customer who feels they have “just cause” to have their complaint heard and acted upon. The customer is NOT always right, in fact some are downright unreasonable, you know it, your team know it, so, stop using meaningless clichés as your sole line of defense.
The fact is, some customers have legitimate reasons to complain and some customers with the aid of a little too much of the liquid refreshments you have so willingly sold them, become a complete pain in the… areas we don’t mention in polite company.
The Customer is NOT always right, However if you and your team wish to prosper “The customer must at the very least BE SATISFIED”
To achieve this sometimes difficult objective, I strongly suggest you read an article recently posted on John Cricket’s excellent: Business Opportunities and Idea’s website.
In his article John offers very specific solutions to this problem and I suggest you make them the key topic of your next weekly team meeting.
You do have weekly team meetings don’t you…?
