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Customer Service, How to Treat Customers When They Are Always Right

Have you ever worked really hard on finishing a product for someone? You toiled hours away trying to make sure that everything was perfected and the quality was matched with what you know they would want. Certain of your perfection, you hand over the project or product to a boss, a customer or someone who has asked for your services. They walk away, full payment made, and you’re certain they are satisfied.

Until the next day.

They walk in and everything is wrong with what they received. No matter what it is, how it was done, they are certain that this is a bad quality and bad service. Unfortunately, you know that they are wrong. You understand your product and know that the customer is for some reason finding things that just don’t fit together, simply because they can.

The problem with this situation is that every consumer has been taught that the customer is always right.

How to compensate for the complaints and dissatisfaction? If you are a business minded person, you know that you can’t throw the service or product back in their face and tell them they are wrong. They have been taught that they can’t be wrong.

Instead, use your marketing skills in order to get through the situation. The idea is that if you are selling something, make sure that it sells. This means that you want to solve the problem that the customer is having by selling them on what they already believe. If they come in saying this is wrong, this is bad, why not let them know why? Point a finger the other way, tell them it wasn’t your fault, and find ways to distract them from the product. Let them know the troubles that you have been having.

Even if the excuses are exaggerated, over-blown or a little contorted, it will put your customer at ease. They want to hear that the product isn’t good. Don’t be afraid to give them the excuses and let them know why. Of course, make sure that they know it isn’t your fault either. A machine went bad, the system went down, a worker did it; maybe it’s because of the war in Iraq. This way, you will be able to sell to them again. Customers are very understanding of things such as technological or even political defaults, and usually won’t question it.

Of course, giving excuses doesn’t mean compromising standards. Always hold to what you believe is right to do and what will be the best for the company to succeed. At times, this means standing up for your product.

Balance this with keeping the customer first. There are certain things that they want to hear or see, especially with a service or product they are dissatisfied with.

Make sure that you give them an excuse.

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