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re: The expression "the customer is always right"...yay or nay?
Posted on 5/31/16 at 11:46 pm to saint amant steve
Posted on 5/31/16 at 11:46 pm to saint amant steve
Really good customer service leaves the customer thinking they were right while at the same time doing what is best for the business, its that "win-win" thing.
0
Posted on 5/31/16 at 11:49 pm to slackster
quote:
. I'm not sure of the origin,
quote:
It was popularised by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker and Marshall Field.
Posted on 5/31/16 at 11:52 pm to saint amant steve
No way that kitchen staff didn't laugh their asses off for days after that.
Posted on 5/31/16 at 11:58 pm to saint amant steve
My customers are often wrong, and I have no problems letting them know it.
That being said, if they feel wronged, and I feel as though I did nothing to wrong them, I still have to be the one to make some concessions
That being said, if they feel wronged, and I feel as though I did nothing to wrong them, I still have to be the one to make some concessions
Posted on 6/1/16 at 12:43 am to Langland
quote:
"The customer isn't always right, but the customer is always in charge." I heard it said that way before.
In the service industry this can definitely be wrong. I remember a funny guest lecture from a DVM with a MBA. He pointed out around 1-5% of your customers will take a massively disproportionate amount of your time and make you less profitable by never being happy, bad-mouthing you, and negatively impacting your employee morale.
His solution was fun. Identify these people annually and politely tell them you are sorry you haven't been able to meet their needs but there is an excellent veterinarian down the road (pick a disliked competitor) and she/he is known for superior customer service. Send them out the door, simultaneously ridding yourself of a nuisance and sending an a-hole the way of your least liked colleague.
Posted on 6/1/16 at 1:11 am to saint amant steve
Nay. It's about 50/50 though.
Posted on 6/1/16 at 4:20 am to saint amant steve
This is so old. Already had a thread on this month's ago with the same video.
Posted on 6/1/16 at 4:49 am to molsusports
quote:
definitely be wrong. I remember a funny guest lecture from a DVM with a MBA. He pointed out around 1-5% of your customers will take a massively disproportionate amount of your time and make you less profitable by never being happy, bad-mouthing you, and negatively impacting your employee morale.
His solution was fun. Identify these people annually and politely tell them you are sorry you haven't been able to meet their needs but there is an excellent veterinarian down the road (pick a disliked competitor) and she/he is known for superior customer service. Send them out the door, simultaneously ridding yourself of a nuisance and sending an a-hole the way of your least liked colleague.
"Sometimes, you have to fire the client."
- Don Draper
Posted on 6/1/16 at 5:53 am to Langland
quote:
but the customer is always in charge."
No.
Posted on 6/1/16 at 5:58 am to saint amant steve
That phrase was coined when people weren't complete idiots and actually had a sense of personal pride and responsibility. Now the inmates run the asylum
Posted on 6/1/16 at 6:00 am to Godfather1
quote:
"Sometimes, you have to fire the client."
And, it's oh so glorious when you do.
Posted on 6/1/16 at 6:01 am to saint amant steve
Hell no. If that were the case, all of Scruffy's patients would be dead or over medicated.
Posted on 6/1/16 at 6:04 am to saint amant steve
NO
Posted on 6/1/16 at 6:06 am to saint amant steve
The customer is always right only when you want to keep a customer (and even then there are good ways to tell them they're wring without losing them). Many times, you don't want to keep a particular customer, so it's perfectly fine to tell them to piss off.
Posted on 6/1/16 at 6:27 am to Celery
quote:
The expression "the customer is always right"...yay or nay?
If you're in business for yourself, then yes. The customer is always right. Even when they're not. Make sense?
Yeah, people in this thread who obviously do not write the payroll and expense checks have little understanding of realities relative to how conflict (when the client isn't satisfied) is dealt with professionally.
Sure, there are times you tell a customer to go fly a kite elsewhere, but very seldom is that necessary or wise.
Posted on 6/1/16 at 6:31 am to ApexTiger
The door ending was classic.
Posted on 6/1/16 at 6:37 am to saint amant steve
The customer is not always right but it's your job to make them feel like they are.
This post was edited on 6/1/16 at 6:44 am
Posted on 6/1/16 at 6:44 am to The Pirate King
quote:
That phrase was coined when people weren't complete idiots and actually had a sense of personal pride and responsibility. Now the inmates run the asylum
Absolute truth.
In this specific case, the woman ordered her food with red peppers and got green. The establishment offered to remake it but said it would be 15 minutes.
She then turned from cute, blonde spinner to whirling dervish, entitled count. She will not return to the restaurant, not because they used the wrong color pepper, but because she will later have a moment of self awareness about how she acted.
Just as good anyway since she probably doesn't like spit.
Posted on 6/1/16 at 6:47 am to Hangit
My first boss always said, "The customer is not always right, but they are always the customer".
Posted on 6/1/16 at 7:04 am to saint amant steve
No, the customer is not always right.
The key is to make the customer feel they are right, whether they are or aren't.
The key is to make the customer feel they are right, whether they are or aren't.
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