The customer is always right…right?
How many times have you heard this expression? When you are the customer, this mentality makes great sense, but what happens when you are on the other side?
I personally think that is the wrong question to ask. At the end of the day, right or wrong should not be the question. Even thinking in those terms only separates and divides “us” and “them.”
So what is a better way of looking at things? If the Customer is not right or wrong, what are they?
Consider the following:
Your Customers have many unanswered questions and have concerns about a problem or need they have. There are often competitors out there that offer something similar to what you do. Maybe they have been take advantage of in the past, or lied to about a product or service.
We have the answers they need – many times we know the real price, the length of time that they will have to wait, the value of one option over another.
So instead of thinking about how right or wrong a customer is – think about their vulnerability and what you can do to help them feel even just a little less vulnerable!
They will love you for it, and you will win by serving them!