I didn’t get it until I became a small business owner myself. I started out believing that the client wasn’t always perfect. It was only when I received my initial poor review which I reconsidered and changed my policy to”The Customer Is Always Right.”
So, why is the customer always right?
5 Reasons to Satisfy Unreasonable Customers
- Angry clients are few and far in between. It will save time and your sanity from contending with an unpleasant client to just do what he needs. Nobody likes an argument and no client is happy when a company is combative. Most clients are understanding and pleasant.
- Displeased clients are the first to post scathing reviews (even if they’re in the wrong). Poor reviews can result in a drop in earnings. Even if you lost five prospective clients, that is five less earnings. What’s more cost efficient: satisfying one client (and possibility losing a few dollars) or shedding brand new clients?
- Satisfying an unreasonable customer will make the situation go away. It will halt any additional actions you will need to take. You won’t need to react to a Better Business Bureau (or comparable ) criticism or fight a chargeback. You may resolve the problem in a timely fashion without consuming any more of your precious time.
- Pleasing an angry client can win you repeat business. There’s an chance to turn angry customers into your biggest fans. These clients are often the most vocal — and they’re also more likely to talk about their expertise on the internet and through word of mouth — good and bad. Use this as an opportunity to demonstrate how outstanding your customer support truly is.
- Your employees will appreciate the “customer is always right” policy. Knowing they do not have to contend with a client over a return policy if they’re being belittled on the telephone will make them happier in the office and with their occupation.
Do not get me wrong, I do not think the customer is always perfect. In actuality, the customer may be wrong. However, in the retail industry we are here in order to satisfy customers. We will need to concentrate on fulfilling their needs, needs, and expectations. Addressing an unhappy client gives us the chance to reevaluate our services and products and see what went wrong. It allows us a opportunity to fine-tune our own policies and procedures so we can avoid the same problem later on.
Righting a perceived wrong isn’t always straightforward. When it’s our fault or not, companies will need to show the customer they are making an attempt to help correct the circumstance. The key here is to work with the client to obtain an agreeable resolution. Communication and a bit of compassion always help, also. Consider how you want to be treated — if you’re in the client’s shoes. You may feel you’re right, too.