Publicly, “the customer is always right” may be the proper concept to follow. After all, people have built businesses on making customers happy. That being said, there are instances when the customer is not always right. Sometimes the expectations of consumers is so far beyond the pale that anything the company does to try to please them will be met with grumbles and complaints.
Some customers want to pay a price far below what is fair, perhaps even below the cost to the seller. Other customers might abuse the firm's employees or asks the supplier to do something that is unethical or even violates the law. These customers are definitely not right.
(A customer looking for printer cartridges)
Supplier: “Good afternoon, how can I help you”
Customer: “I need a black and white ink cartridge.”
Supplier: *joking* “Well, we’re out of black and white ink. How about black and clear?”
Customer: “No! I really need the white ink!”
The majority of customers simply want value
They want their products or services to do what it says it will do – and do it reliably. It is easier than ever with the online age for unhappy customers to make very public their complaint or dissatisfaction – through text, images, video and social media, instantly and for free for the world to see. Imagine you're in line at a busy supermarket and you're wondering why they don't open up the empty cash registers surrounding you – with smartphone in hand, you're just an infuriated tweet away from telling everyone you know (and many you don’t know) all about the failings and inadequacies of that retailer, as you see them.
Customer: “Hi there. Uh, I was wondering, do you have any pads?”
Retailer: “Do you mean iPads?”
Customer: “Yeah pads, iPads, whatever. Can you show me where they are?”
Retailer: “Certainly. Are you interested in the iPad or the iPad 2?”
Customer: “Wait… so, does that mean I use the iPad at day and the iPad 2 at night?”
The concept of building relationships
One of the most powerful concepts in business is customer-supplier relationships. By working together for common goals, a far better result for both customers and suppliers can be created. When we understand that neither the customer nor supplier is always right, we can find far better solutions far better and these solutions need not be compromises. True partnering leads to win-win solutions.
Supplier: “Sir, can I help you?”
Customer: “I need a cable.”
Supplier: “Ok, what kind of cable do you need?”
Customer: “Uhm…. a cable. USB? I need to hook up a computer.”
Supplier: “Here are our USB cables, but could you be a little more specific?”
Customer: *getting angry* “These are not what I need at all! I need a cable! Are you deaf? I need a C-A-B-L-E. I need one for my computer.”
Supplier: “Sir, there are a lot of cables, if you could tell me what kind of thing you were trying to hook up?”
Customer: “Is there anyone else on the floor that can help me!? Maybe one of the computer guys? You’re obviously too stupid to understand.”
Supplier: “Sir, I am the only one on the floor at the moment and I am trying my best to help you find your cable.”
Customer: “Miss, why don’t you go back to the registers where you belong and bring me a computer guy?”
Supplier: “Sir, I am the tech person and would be happy to help you find your cable. Could you show me an example of what you mean?”
(The customer, extremely agitated, goes to a display computer.)
Customer: This is what I wanted! A cable!”
Supplier: “You mean a keyboard?”
Customer: “Um…yes.”
Focus on customer service
"Delivering Happiness" and the concepts behind it are about focusing on customer service and not about the customer always being right. Saying you are going to give someone a WOW experience means that you're going to be creative and going above-and-beyond to give a positive lasting impression. In many ways, it's about moving beyond a concept of right/wrong.
You should always listen to your customers, but the customer is not always right.
www.frasersoffice.co.uk for all your office stationery and office supplies
www.frasersinteriors.co.uk for all your office furniture and interiors
www.frasersinteriors.co.uk for all your office furniture and interiors
No comments:
Post a Comment