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re: The expression "the customer is always right"...yay or nay?
Posted on 6/1/16 at 12:43 am to Langland
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.
1
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
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