Customers’ Views Breathe Life Into Always Being Right Rule
by Kate Nasser |
The rule, the customer is always right, has survived over a century as a quick way to instill a strong sense of customer in all employees.
Despite its detractors, it has breathed life into customer service and sales and filled the gaps during uncertain moments.
As new graduates enter the workforce, many will be glad to know that customers’ views breathe life into this old being right rule.
The customers’ views about the following are always right — always count:
- Urgency. – Theirs not ours.
- Business or personal impact. – To them before us.
- Critical factors. – From their perspective over ours when there is disagreement.
- What they expect of us. – Work hard and smart to achieve it.
- How they want to be treated as people. – Completely right.
The key to living this old rule in today’s world is to remember that we may disagree or say no even when the customer’s view is right for them.
Whether we say no for ethical reasons, legal restrictions, limited capabilities, or strategic mission, we must still treat the customers’ views with respect. They have insider insight we will never have regardless of how well or how long we know them. The decision of where to buy is theirs.
Their views are the lifeline for our success. Respecting their views preserves that lifeline for the long term. Acting as if we always know better, suffocates the customers’ views and could forever sever our lifeline of insider insight.
Benefits of The Customer Is Always Right Rule
- It helps establish a customer centric culture.
Guides all employees to sell to and serve the customer well within the strategic mission of the business.
Increases our listening especially when our experience tries to drown it out.
Keeps us in service mode even when business is booming.
Fills the gaps during uncertain moments.
Shows constant gratitude and desire for future business.
Expresses respect for the customers’ insight and perspective.
Builds trust for current and future business and often with more openness for our views and expertise.
Basically, it keeps customers coming back and interested in what we have to offer. Not a bad payoff for one old rule.
Yours in service,
Kate Nasser, The People-Skills Coach
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish this post, please email firstname.lastname@example.org. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach, delivers consulting, training, DVDs, and keynotes that turn interaction obstacles into business success especially in tough times. See this site for customer service workshop outlines and business results. Fill the gaps in customer service and teamwork with business wins – book Kate now.