When the Customer is always right is ALL OF THE TIME! As part of your business and personal growth, you need to take this time honored concept to heart. Even when you are 200% sure you are in the right, you are required to give your customer the benefit of the doubt, and error in his/her favor whenever possible.
Why? If you want to stay in business, you have an obligation to keep the customer happy. Although it may be the ultimate challenge, here are seven tips on what to do when the customer is always right.
1. Treat each customer as if he/she is the best customer to ever visit your business. Granted, there will be many days you will feel this is the hardest part of your job, but it is definitely worth the effort. You will grow as an individual, and your business is likely to nurture a repeat customer. The idea is simple. You treat your customer as you would like to be treated.
2. Keep your word even when it would be more convenient to do something else. For example, if you say you have a no hassle return policy, then keep your word and do not give the customer a hard time, if an item is returned. You are more likely to make another transaction with that consumer in the future.
3. Give 110% to your customer. If a certain level of service is expected, up the ante and give beyond expectations. The answer may be as simple as offering to carry out a parcel, opening the door, or putting a promotional writing utensil in the sack with every purchase. Use your imagination!
4. Show more concerned for the customer than your cash register receipts for the day. Remember, your customers are how you keep your doors open. If not for them, you would have no bottom line to worry about in the first place.
5. Treat your good workers well, so they will stick around. For example, my home is largely furnished by one business. However, I will never give them business in the future. Why? I have developed a good relationship with their top saleslady, and she has been let go, for reasons unknown. Likewise, your steady customers will develop business relationships with your staff, which will encourage them to come back in the future.
6. Encourage repeat business by offering discounts on return visits, for example. Give your customers a reason to come back and develop a sense of loyalty. Sometimes, it will cost you nothing more than a kind word or a smile.
Personally, I have a favorite coffee shop. The incentive offered is a stamp card. After the twelfth stamp, the next latte is free; and on Sundays I get two stamps for one purchase. However, although the free cup of coffee is nice, I go back because I like the owners, and I want them to succeed. Thus, I am a loyal customer.
7. Admit defeat when you have a customer you will never please, no matter what you do. Chances are the customer is monopolizing your time, or that of your worker. In addition, he/she has unrealistic expectations of the services you should provide, and will never be happy, no matter what you do. In this case, politely suggest a competitor who may be better able to provide the customer with what he/she needs. After all, you cannot win them all.
If you practice these 7 principles of good business, and recognize when the customer is always right, not only will your business grow through word of mouth and customer loyalty, you will probably grow personally as well. I can almost guarantee an extra measure of patience.
We are constantly amazed by the things people will say to try to get a reduction in rates, or a refund.
It seems that some people think that by demanding, complaining or being plain obnoxious we will decide to give them something for nothing. Of course we could just charge extra so that we can reduce the price to those bold (or rude) enough to ask for it but why should the considerate, polite and nice customers suffer.
Of course if they have a valid complaint we always look after them, we have received numerous great reviews and references, and we have many customers who return every year. But it is just the small minority who leaves us wondering if we really want to be in the business. Example One - ?But we are lawyers from SYDNEY ? This person submitted a request for a booking through the booking request form on our web site. He then phoned to say that he had seen the apartment advertised on a third party site and noticed that there was only one left for the dates he needed, which was starting from the following day. I confirmed this was true, and as I was out of the office I told him I would take it off the other site and process the booking when I returned to the office.
When I returned I checked the rate advertised on the other site and the rate on our site http://www.dukesapartments.com. I then processed the booking at the lowest rate and sent him the receipt and details on how to pick up the key.
Five minutes later the phone rang, it was the customer telling me that I had charged him for a 3 bedroom apartment but given him a 2 bedroom apartment. I explained that this was not true, and that we only had one apartment available which was the 2 bedroom apartment. No, he insisted ? ?you have been into the web site and changed all the rates, putting them up, then charging me more?.
I explained that I would not do that, it obviously would not be a good thing to do, and that I would prefer happy, satisfied customers.
He then informed me that they were ?two lawyers from Sydney? and that there would be ?consequences? if I did not reduce the rate.
I was flabbergasted. Did he think that I would be intimidated by the ?two lawyers from Sydney?. I knew that I had not increased the rates so either he was just mistaken or he was trying some sort of a con ? was the credit card stolen? Or was he just trying to get a cheaper rate? Due to the Ashes being played in Perth that week we had just about the last available accommodation. So he was not being very bright in arguing about what was a very normal rate. ( We had had a late cancellation giving us a 5 night vacancy and I did not want to risk it remaining empty for a couple of nights, and perhaps forcing me to take a 2 or 3 night booking, with the difficulty of getting the cleaner in and the linen cleaned in the short turn around period).
I asked him if he wanted to go ahead with the booking at the rate that had been processed, or did he want to cancel the booking. No, he said, he wanted the accommodation but at a reduced rate. We ?discussed? this for a while but I could not get him to agree to the rate and so told him I would give him a full refund. He then became quite abusive and started ranting about being a ?lawyer from Sydney? and that I would be sorry. In the end I had to put the phone down on him, and then processed a full refund.
Unfortunately, he then phoned me every 2 minutes for a couple of hours. I gave up answering and left the mobile in the office and went out.
The next day his partner called to inform me that they had arrived in Perth and that they would be moving into the apartment. I again informed them that the booking had been cancelled, but no she said they were moving in whether I liked it or not, and what part of this did I not understand. I then had to say that I was calling the police and hang up.
I am still not sure whether this was a con to get a reduction, or if he was genuinely confused, but I was certainly glad that we did not let them into the apartment.
I have just started helping a friend with a new business, lets hope he does not have the same problems with http://www.collect-antiques.com/
Both Paul Sutherland & Anne are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Paul Sutherland has sinced written about articles on various topics from Customer Service, self improvement and motivation and Food and Drink. Paul Sutherland is an Accelerated Business Growth Coach. His company - Daniel Thomas International - helps corporate and SMEs to grow their businesses wi. Paul Sutherland's top article generates over 49500 views. to your Favourites.
Anne has sinced written about articles on various topics from Surveys, Small Business and Home Improvement. http://www.dukesapartments.comhttp://www.collect-antiques.com. Anne's top article generates over 4400 views. to your Favourites.