Q&A with Ron Kaufman: Is the Customer Always Right?
When is the customer right?
There are several instances where the client is correct, including:
When you can accommodate their request without hurting business
A customer is usually right when you can comply with their request without negatively impacting business operations. Try your best to comply with their request, even if it takes more time or work than usual, as long as it doesn’t negatively impact productivity, regular business operations, or profits. Customers frequently appreciate when you’re willing to go above and beyond to meet their needs and will pay you back in repeat business, glowing testimonials, or recommendations.
When their complaint is valid
A customer is right in instances of a valid complaint. Examples of a valid complaint include:
When a customer has a valid complaint about their experience, it’s crucial to take all necessary action to address the problem. Resolving complaints can improve customer satisfaction and foster long-lasting relationships with customers who feel their complaints have been fully addressed.
When they bring issues to your attention
Customers occasionally pick up on problems that business owners, managers, or staff weren’t aware of Try to actively listen to a customer’s concerns when they bring up a situation like this, thank them for bringing it to your attention, and reassure them that you will fully investigate the situation.
Is the customer always right?
Whether a customer is in the right often depends on the situation Sometimes, a customer’s perception of reality or a company’s capabilities differ from the customer’s belief that they are correct. Customers depend on businesses to meet their needs for goods and services, but they frequently lack the expertise or knowledge necessary to comprehend the processes that make this possible, which leads to dissatisfaction.
Customers can better understand the extent to which a business can reasonably meet their needs by being honest and open with them. Instead, there are times when a customer’s dissatisfaction is justified; in these cases, you should take the necessary actions to remedy the situation.
When is the customer wrong?
Here are some instances where the client is mistaken:
When their needs dont match up with their desires
Sometimes a customer’s needs and wants don’t line up perfectly. In these situations, think about taking a chance on temporary disappointment in order to deliver a genuinely beneficial and satisfying experience. This might entail providing them with a solution that goes against their wishes or expectations but fulfills their needs instead of their initial request.
For instance, a customer may be dissatisfied and demanding a lower price because the stainless steel refrigerator they desire is out of their price range. The salesperson learns from further conversation that the customer wants a refrigerator with a built-in thermometer, which the stainless steel model does not. The salesperson recommends a refrigerator that is not stainless steel but has a built-in thermometer and is within the customer’s price range. The buyer decides they value the new refrigerator’s thermometer feature and low price more than they value its stainless-steel appearance, and they happily complete the purchase.
When the request is illegal
It is in your best interest to politely decline any requests that are unlawfully made by a client or customer. While granting illegal or dangerous requests may temporarily make one customer happy, doing so may have long-term repercussions. Try to make the customer more aware of the legal constraints that govern how your company operates. If you can do this, they might change their request.
When it hurts your coworkers or employees
If a client is particularly obnoxious or disrespectful to your staff members or colleagues, complying with their requests might give the impression that you don’t value them. As much as possible, try to avoid putting the needs of your coworkers and employees before those of your customers. When employees feel their managers and coworkers are behind them, they are frequently willing to patiently handle challenging customer situations.
What should you do when you disagree?
Here are three quick steps to follow in order to settle a dispute with a client:
1. Listen to their complaints
When employees complain, they frequently want to believe that you are paying attention. De-escalating the situation by demonstrating to the client that you are attentive and interested in finding a solution Knowing what they’re complaining about can also help you determine whether the issue is real and which solutions to propose.
2. Seek compromise
Dealing with a dissatisfied customer frequently requires striking a balance between their needs and the success of the company. Try your best to find solutions that will satisfy both parties whenever possible. In some cases, all a customer needs to know to feel satisfied is that you are willing to come to a mutually beneficial agreement.
3. Offer more information
Customers frequently lack the knowledge to comprehend how your company’s operational constraints prevent you from fulfilling their requests. If you can’t fully satisfy their requests, think about outlining the boundaries of your resources and skills. Customers frequently value candor and openness, and they might be more forgiving after learning this new information
Tips for working with customers
The following advice will help you deliver exceptional customer service even in challenging circumstances:
Only apologize once
Avoid apologizing more than once when starting a conversation with an irate customer. It’s important to show empathy for their situation and apologize for the inconvenience, but continuing to apologize throughout the conversation can put unwarranted blame on you or the company and escalate a customer’s annoyance. Consider beginning the interaction with a sincere apology before starting a fruitful discussion about how to handle their request.
Focus on what you can do
Avoid using negative language or spending too much time explaining why you can’t satisfy a customer’s needs when offering solutions to one who is upset. Instead, center the conversation on how you can help them and resolve the issue. To avoid the conversation taking on an unfavorable tone, shift the conversation’s focus to the problems for which you have a solution.
Set customers up for success with realistic expectations
It’s crucial to match customers’ expectations with what you can deliver before engaging with them or offering a service. Setting clear expectations at the outset of your interaction can help clients know what to anticipate throughout the service and avoid any misunderstandings or conflicts.
FAQ
Is the customer always right how do you answer?
The answer to the question “Is the customer always right?” is “No, the customer is not always right.” Not every client will be ideal for your company, and some may even be detrimental to it and/or employee morale.
Why customer is always right explain?
Many businesses try to live by the tenet that “the customer is always right” when it comes to their customer service policies. It implies that if a customer is dissatisfied with a product, the company will work to address the issue and win the customer over.
