28 Jul What if the Customer Isn’t Always Right?
Everyone has heard the adage, “The customer is always right!” So what happens when they are actually flat out wrong?
Great companies go out of their way to bypass the details, the egos and let’s face it, the bad behavior to differentiate them and earn customer loyalty. That is all well and good, however, in the heat of the moment how do you stop yourself from wanting to prove your point–especially when you know you are right!
- Remember it’s not about you. Even if a customer is blatantly insulting the fabric of your being, there is a 99.9% chance it is not about you. If you are confident in your work there is no reason to defend yourself. Believe that you have done your best, and if you can still improve on your best, by golly this disgruntled customer might just give you some feedback you can use.
- Read between the lines. Ask yourself “Where is all the pressure coming from?” Most issues that I have experienced stem from poor communication. The ability to empathize, and see the situation from the customer’s perspective allows you to inject a world of possibilities into seeing potential solutions. Empathizing lets you see the client’s intentions versus their impacts… and releases tension in that pulsing forehead vein of yours.
- Commit to the relationship. Think about the last fight you had with your spouse or family members. Ultimately, quarrels deepen your understanding of one another, loyalty and the relationship as a whole. By committing and not seeing a client “divorce” as an option, you will achieve more together in the long run.
- Pull the shoot. Ultimately, you must be aware of self preservation. If you or the client is plummeting towards the ground at a hundred miles per hour, you’ve just got to pull the cord. Protect yourself and them. No piece of business is worth killing yourself over.