There are myths about customer service which people have grown to accept and taken them into the realm of the written-in-stone-facts. The truth is that those myths were catchphrases created by desperate advertisers on the verge of a deadline. One of said phrases, and probably the most famous one, is the always present “The Customer is Always Right.”
If you are new to the world of entrepreneurship and use that saying as a mantra, let me give you a huge piece of advice: according to Strategy Magazine’s Amy Day in her article “Debunking the myth: The customer is always right”, recent studies found that 83.8% of the people are aware that it is not true by any means, and by people, they meant customers that were surveyed. In other words: Customers know that the customer is NOT always right.
Where any entrepreneur must really pay attention is in letting your customers understand that they are not always right but in the best possible way. They have to place themselves in their customer’s shoes, and be very careful on connecting with the angry client and apologizing but without patronizing them. If I am not satisfied with a recently bought product, the last thing I want is for a stranger to make me feel dumb. We have to be aware that a person has a need (A) and we are one of the many solutions in the market (B). The basic premise is to let them go from point A to point B in the most effortless, painless and swiftest way possible. When the customer is not satisfied with the solution you offered to solve their needs but something else entirely, the employee must:
The customer is not always right but they are your customers nevertheless, and an angry patron will definitely never return. Make your clientele grow with those 4 simple steps, it’s amazing what great customer service will bring to your company.
Content Manager / Data Analyst