THE CUSTOMER IS ALWAYS RIGHT – RIGHT OR WRONG!

Break up with bad customers!

Allow me to share a little tale with you about a business and a challenging client named Mr. Angry.

Mr. Furious awarded a contract to the business. Mr. Angry called the company repeatedly throughout the early phases of the contract preparation to make adjustments and new demands. He did not comprehend and accept the terms of the deal. He was always finding problems where none existed. Why the corporation would email him information rather than put it online eluded him. He nearly had problems with every aspect of the agreement.

The salesperson assisting Mr. Angry requested that his boss intervene and make a concession as a gesture of goodwill; instead, the boss tore up the contract, dumped it in the trash, and declared that they no longer needed it.

Many millions of dollars were at stake in this arrangement. His constant goal has been to ensure that doing business with clients and staff is enjoyable for all parties. He was very clear that his organization does not subscribe to the idea that the customer is always right.

When disputes arose with clients such as Mr. Angry, the boss consistently took the side of his team.
Typically, he states, “Just because you signed a contract with us does not give you the right to abuse our staffs. When we run into conflicts with clients we cannot win back in. Our loyalty remains with our employee.”

Most workers endure daily, year-round, dealing with clientele such as Mr. Angry. What is the business owner’s response in these situations, is the question.

I think we’ve all heard the adage, “the customer is always right,” but it’s untrue. Harry Gordon Selfridge, the founder of the London department store Selfridges, first used the expression in 1909.

Since then, companies have employed this term to persuade staff to provide excellent customer service. There can be a lot of major customer service issues if you follow the phrase.

You must cherish your staff as a business owner and not take them for granted. When you give your staff the impression that you won’t stand by them when a client crosses the line, their morale will suffer and their work will become less satisfactory. When it comes to problems with abusive clients, employers everywhere need to learn to put their trust in their staff.

The benefit of this mindset is that it promotes harmony between clients and staff. The Selfridge expression invariably benefits the client while discouraging the worker.

Declaring that the client is always correct entails the following:
1. Makes it abundantly evident that your business supports and tolerates abusive clientele.
2. This will complicate the employee’s work while attempting to resolve a misunderstanding with the customer.

You have to be aware that certain customers are simply bad for business and should not be put up with. The 80/20 rule states that 20 percent of your clients will take up 80 percent of your time. This implies that you can only devote twenty percent of your time, on average, to serving your clients. Even if Mr. Angry is requesting 80 percent of your time, you are losing out on chances to increase your profit margins with the remaining 20 percent of your time.

Your staff will prioritize your customers when you place their trust in them and support them over your clients. They will care more about other people, especially your clients, when they feel appreciated. An employee stops caring when they don’t feel appreciated.

You now understand where the expression “The Customer is Always Right” came from.

Always remember that ‘A Good Customer Experience’ makes consumers feel good.