Raise your hand if you are selling to people.
Thought so. All of you.
Now, hands up if you have ever had a customer who was… well… less than happy. Disgruntled, demanding, unhappy, someone who complained to you.
Mmmhmmm, I hear you. When you deal with people, it’s not always daisies and butterflies. And if you HAVE had a complaining customer – CONGRATULATIONS! That means you are officially in business! 🙂
My question is… Is the Customer Always Right?
I was curious to know what you thought… so I posted this question to my Facebook page. Here’s what you said:
Christa hit the nail on the head when she claimed that not everyone is the right fit for her business.
And I love that! Not all people are your customers and conversely, you are not the business for everyone. When you stop selling and trying to market to everyone, and you attract your premium customers – then you will have to deal with less unhappy people.
Connie from Spa Olivia, Laura from Cubits and Susan from Fitmom Ottawa are all dedicated (I know you are too) to ensuring their customer service is top notch. I also love how they acknowledge that when they know they have done everything in their power to take care of their people and it’s STILL not enough… they let them go.
Is the customer always right?
You and I know that. There are customers who are completely unreasonable, or who take out their personal frustrations on you, or who are the eternal victim and blame others for everything, or are just a different personality type from you, or who don’t read the fine print … are they right? HELL NO!
But the thing is… and I am going to duck before you throw rotten bananas at me… Susan said it too:
In the end, word of mouth marketing is one of my greatest sources of new business and I prefer not to have one person who wasn’t a great fit, ruin it for me”
The customer isn’t always right, but their personal perception of you is right.
If they are unhappy and they feel you are the cause… then in their world, they are right.
If they aren’t happy with your customer service… then in their world, they are right.
And THAT my friends, is where you have to weigh up the options.
Your customers perception is right (maybe not valid or warranted) but it’s what they believe. And you are not going to change their beliefs. No matter how hard you try. Trust me on this one.
So the question now turns to… how are you going to handle an unhappy customer? Leave me a comment below and let’s chat about it!!