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The Customer is Not Always Right
| Guest post by: Rebel Brown |
Article Overview: When customers step across the lines above, it’s time to take a hard look at whether you really want to be a business partner with them. Ask yourself - what are your chances of success with this customer. Will they really be profitable? If the answer is “slim to none”, move on!
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The Customer is Not Always Right
I was chatting with Marc Rudov, the WhiteNoise Doctor, last week about clients we have known. In case you don't know, I've been on a Rebel Rant lately about the ridiculous customer service attitudes, or rather lack of customer service, we've all experienced.
Marc reminded me of an important caveat to the "customer is always right" rule. We've both had clients who were abusive, obnoxious and downright unruly - refusing to listen, attacking us and our suggestions - all because in reality, they didn't want to change. They wanted to appear progressive to their boards or venture investors, but in reality - they were hanging onto gravity with all their might.
Such customers are not "always right". In fact they are usually just plain wrong! So there is a flip side to bad customer service - when the customer is wrong.
How can you tell when you should say "Enough is Enough" concerning a customer?
Customers are wrong when:
* They are abusive, nasty, angry or worse, for no reason other than fear of change. That's rude.
* They attack any and every idea you offer - even when you mirror their own ideas back to them. That's just plain cantankerous.
* They refuse to work with you in good faith to help solve their problem, preferring to complain. That's stubborn.
* They fib about their situation - either to protect themselves or to attack you. That's out of integrity.
* They play the passive/aggressive game, agreeing to a solution then changing their minds and wanting more or different responses from you, again and again and again. That's being a PITA.
My thanks to Marc for reminding me of yet another status quo belief whose time has come. The customer is not aways right.
Yes, customers deserve the best support you can provide. When customers are professional and fair - they deserve the best.
But when customers step across the lines above, it's time to take a hard look at whether you really want to be a business partner with them.
Ask yourself - what are your chances of success with this customer. Will they be, or are they, really profitable? If the answer is "slim to none", move on!
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Caveat - If we've really made a mess of our delivery and aren't doing what's fair and equitable to make it right, then I do believe that a little customer anger is justified. Maybe that anger will get us to pay attention to what's going on in our shop!
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Article Tags: business strategy, customer service, Zero Gravity
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About the Author: Rebel Brown RSS for Rebel's articles - Visit Rebel's website My best selling market strategy book - Defy Gravity - shares the lessons I've learned in my client engagements. I'm thrilled to be able to share these experiences with business leaders in a variety of markets. We all have Gravity - myself included! When we shift from gravity thinking - high velocity growth is ours for the taking! I'm honored to have been featured in media including Forbes, Entrepreneur, Inc, Business Insider, Startup Nation, First Business TV, ChangeThis.com, 800CEORead, Exceptional People and more. I'm a frequent radio show guest - sharing tips 'n tricks to help all business leaders excel. I'm also an executive speaker for companies, associations, events and audiences who are ready to Shift - from Gravity to High Velocity Growth. Visit www.RebelBrown.com for Rebel's thought-provoking and informative videos and articles. Click here to visit Rebel's website   Three Cheers for Marketing Innovation Dont Overlook the Wealth of Intellectual Capital The Danger of Knowing Dont Break the Eggs Preempting Perception |
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- I am a Customer Service Representative in my company so naturally every once and a while I get angry customers fed up with my companies policies.
Oh! I remember one day on my way home from school I was walking by a gas station and there was a man with a huge cardboard sign outside a small car mechanic business telling people not to go there because they are crooks. I am pretty sure they lost tons of business. I know my mama kept away from there after I told her about it. I found it pretty funny. I wonder if the guy got arrested or fined though....
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