The customer is always right - Not!

Whoever came up with the idea that the customer is always right never met some of my clients.

Is "the customer always right"?

It's not a black or white issue. You have to approach it from a wider perspective.

Originally Posted by Wonderboy It's not a black or white issue. You have to approach it from a wider perspective.

What kind of wider perspective?

Originally Posted by Thomas What kind of wider perspective?

For example in carpet cleaning, the usual complaint I've got about Scotchgarding carpet and furniture was "It doesn't work." Going over the benefits and guarantees were fruitless (a perfect zero).

I've finally started turning some of these holdouts around when I explained how Scotchgarding worked and its purpose ("it helps you keep your carpets and furniture clean..." which is different than saying, "It keeps your carpets and furniture clean").

It took me over two years to figure out that some customers were being mislead to expect more than what was reasonable.

There are some businesses that adopt as their philosophy that the customer is always right (a Home Depot branch accepted a bad tire back from a customer - even though they've never sold tires from that store).

Originally Posted by Wonderboy For example in carpet cleaning, the usual complaint I've got about Scotchgarding carpet and furniture was "It doesn't work." Going over the benefits and guarantees were fruitless (a perfect zero). I've finally started turning some of these holdouts around when I explained how Scotchgarding worked and its purpose ("it helps you keep your carpets and furniture clean..." which is different than saying, "It keeps your carpets and furniture clean"). It took me over two years to figure out that some customers were being mislead to expect more than what was reasonable.

Very smart.

Originally Posted by Wonderboy There are some businesses that adopt as their philosophy that the customer is always right (a Home Depot branch accepted a bad tire back from a customer - even though they've never sold tires from that store).

Maybe this kind of things leads people to expect more than what is reasonable with other companies.

Thomas,

I guess what I'm trying to say in a nutshell is that we often take things for granted. We need more perspective and a certain drive to check things out.

Originally Posted by Wonderboy Thomas, I guess what I'm trying to say in a nutshell is that we often take things for granted. We need more perspective and a certain drive to check things out.

I'm probably flustered. I've had people come in and think they can act however they want and that I'm going to put up with it because they are the customer. Wrong.

Maybe this is what people mean when they say you have to have a thick skin to be in sales.

Originally Posted by Thomas Maybe this is what people mean when they say you have to have a thick skin to be in sales.

You ought to try customer service. It'd broaden your knowledge about customers.

Originally Posted by Wonderboy You ought to try customer service. It'd broaden your knowledge about customers.

What kind of knowledge? People are people right. They are going to act the way they are going to act. I think my problem is I don't like the way they act a lot of the time.

I also don't think it's okay for the customer to be sneaky or guarded.