"The Customer is Always ... "
Okay, fill in the rest of this quote.
I am confident that most folks will complete it with the word
"right." "The customer is always right." That is what we've been taught for ... ever.
If you've ever worked on the front lines, directly interacting with customers, you know that the customer is not always right, nor can you give the customer exactly what they want to stay happy, nor can you break a federal, state or company regulation just because the customer asks you to do so.
When you tell the customer "I can't," how does that customer too often respond?
Yeah.
Not that the customer is "wrong," mind you, or that the other department or the federal government or your boss is "wrong" either. There is often a good reason why you cannot oblige the customer's demand.
The point of this is not debate whether government is too involved in small business, or federal financial regulations are misguided, or your boss is rigid, or that other departments in your company are always difficult to deal with. Frankly, most customers don't care about any of those things. All they know is that they are not happy -- even if they're not right.
Think a moment on the implication of the quote when it is completed with the phrase
"the customer." "The customer is always the customer."
Right or wrong, he or she is always your customer. It's not really about who wins the "right vs. wrong" battle. In fact, it shouldn't even be a battle at all. Without your customers, you'll be right and they'll be wrong ... and likely soon be out of business.
A man walks into a fast food hamburger place and tells the person behind the register that they have a taste for some really good steak along with a salad and a baked potato all-the-way.
"We only offer what is up on the sign behind me," counters the attendant, without looking up but with an attitude.
"So what," barks the man. "
I am your customer -- been here dozens of times -- and tonight that's what I want."
"You must be crazy. We've never sold steak here in our life. I can't help you, man." And looking past the man, the register attendant asks the person behind him,
"How can I help you?" The man shoots back
"That's the last time I will ever eat here! And I have lots of friends."
Was the fast food attendant wrong? Was the customer? Could the attendant have possibly met that difficult man's needs?
Common sense tells you that the customer was wrong. Even if you believe that
"the customer is always right," there simply wasn't anything the attendant could do. Other than a gracious tone and a smile, nothing could be done to satisfy that guy.
Again, common sense tells you the customer was wrong but, if you believe that
"the customer is always the customer," that attendant could have attempted to help that long time customer by offering a suggestion of where a good steak could be found nearby and help him find his way there ... thanking him for stopping by and encouraging him to stop by when he craves a good burger and fries.
"The customer IS always the customer." And sure, there are things we cannot do for a customer. The key is how we interact with that customer, not telling him or her what we
cannot do but working with customer to do the best we can to (1) hear them out and (2) satisfy their underlying need.
After all, the goal is to turn a customer into a long-term, satisfied client who will not only return again and again, but will tell their friends about us. It's not enough just to get customers -- it's as important, if not more so, to keep them.