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"Is the Customers Always Right?"

This Article: Dealer News / Company News

In today's business world, are customers always right?

The customer is always right, is a common catchphrase we often hear when discussing customer service. It is used to place an increased importance and focus on the customer to build relationships. Whilst there is still a place in any business for a customer-centric model, it could have a negative impact on your employees and hinder the customer service they deliver rather than leading you down a path of increased customer loyalty.

We explore why this common phrase could be flawed:

1) The customer could be wrong
Simply suggesting the customer is always right without understanding the individual circumstances does not fare well with many businesses or your employees anymore. A customer could use this to their advantage to get what they want. It is important that your employees know how to deal with difficult customers and ask for support if needed.
2) It’s important to support your employees
Supporting customers that are wrong could negatively impact your staff morale. Rude customers can become difficult to deal with and sometimes a positive resolution is not possible. In certain situations where the customer is clearly wrong, it is important for management to support their employees. Choosing customers before your employees may come at a price of high employee turnover. Keeping good employees happy that have your support and confidence is another factor to consider.
3) It mis-places the emphasis on customer service
If your employees are constantly dealing with negative customers, they will eventually leave your company. Company culture plays an important role in retaining employees and in turn happy employees are more productive and efficient. If you are always putting the customer first, it could negatively disengage your employees and ultimately spread to your customers who do enjoy doing business with you.
4) It’s better to let the odd customer go
An unhappy customer is unavoidable but that doesn’t mean you want to keep doing business with them. Some customers are simply not worth the time and if they are in your showroom, they may put off other customers who do not understand the context of the issue. Whilst your employees are dealing with one negative customer, they could have sold vehicles to a couple of good customers.

There is still a need for customer-centric service models in all businesses. That being said, management should also remain focused on showing they have the confidence and trust in their employees to deal with difficult customers. It is ok to let customers be wrong and we can't please everyone.

The 4th to 8th October was International Customer Service week, supporting and raise awareness of the critical role it plays in businesses around the world. To show our support, here are some of the posts we shared on our social media platforms throughout this week.

The customer is always right, is a common catchphrase we often hear when discussing customer service. It is used to place an increased importance and focus on the customer to build relationships. Whilst there is still a place in any business for a customer-centric model, it could have a negative impact on your employees and hinder the customer service they deliver rather than leading you down a path of increased customer loyalty.

We explore why this common phrase could be flawed:

1) The customer could be wrong
Simply suggesting the customer is always right without understanding the individual circumstances does not fare well with many businesses or your employees anymore. A customer could use this to their advantage to get what they want. It is important that your employees know how to deal with difficult customers and ask for support if needed.
2) It’s important to support your employees
Supporting customers that are wrong could negatively impact your staff morale. Rude customers can become difficult to deal with and sometimes a positive resolution is not possible. In certain situations where the customer is clearly wrong, it is important for management to support their employees. Choosing customers before your employees may come at a price of high employee turnover. Keeping good employees happy that have your support and confidence is another factor to consider.
3) It mis-places the emphasis on customer service
If your employees are constantly dealing with negative customers, they will eventually leave your company. Company culture plays an important role in retaining employees and in turn happy employees are more productive and efficient. If you are always putting the customer first, it could negatively disengage your employees and ultimately spread to your customers who do enjoy doing business with you.
4) It’s better to let the odd customer go
An unhappy customer is unavoidable but that doesn’t mean you want to keep doing business with them. Some customers are simply not worth the time and if they are in your showroom, they may put off other customers who do not understand the context of the issue. Whilst your employees are dealing with one negative customer, they could have sold vehicles to a couple of good customers.

There is still a need for customer-centric service models in all businesses. That being said, management should also remain focused on showing they have the confidence and trust in their employees to deal with difficult customers. It is ok to let customers be wrong and we can't please everyone.

The 4th to 8th October was International Customer Service week, supporting and raise awareness of the critical role it plays in businesses around the world. To show our support, here are some of the posts we shared on our social media platforms throughout this week.

This Article: Dealer News / Company News
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