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So, is the Customer Always Right?

“The customer is always right.”

“The customer is always right.”

“The customer is always right.”

When I first heard those lines, it struck me as disturbing. At the age of 16, my first experience was working behind the counter of a cashier at a famous fast food joint (Read on: McDonald’s).

I remember sometimes getting ridiculous requests, customers mentioning the wrong name of the food when they really wanted something. And somehow, someway… the customer was always right. And somehow, somehow… it was my fault. It was my fault because I punched them in the wrong order (hey I just take orders), there was salt in the fries, and because McDonalds doesn’t serve chicken like KFC.

At the young age of 16, it was natural for me to turn my back on those ridiculous customers – something you don’t always see at McDonald’s – only to be lectured by my floor manager in the staff quarters.

“You’re a good employee Edmund, but the customer is always right.”

This situation did not change much when I took my next full-time job at a chemical manufacturing company. My former boss chose his clients above his work force, even though a few of his clients were clearly “bad apples.”

You see, if you hire bad employees, you drive away good customers. And if you keep bad customers – not only will you alienate good customers, your good employees will also leave in no time.

Are things any different now in the shoes of an internet entrepreneur? I may be working for myself now but to be clear, Absolutely not.

Have any of these ever happened to you?

If you answered yes to any of the above – high five, we’re in the same boat. No? You’re either very lucky… or you’re not making any solid money yet. While these are expected to be part and parcel of any type of business, I personally find that there are some recurring scenarios and situations that are unique to the internet marketing field.

For a common example, people who say “I didn’t get a chance to use the product so I want to ask for a refund” are flat tires. In the offline world there is a ghostly possibility of this happening and usually a valid reason to ask for a refund is that the merchant fails to deliver what it promises or the product is not good/damaged.

Also, most people who are entering the world of e-commerce as individuals are usually motivated by desperation. Thus it is also not uncommon for people to ask for their money back due to their bad financial situation.

So is the customer always right?

It depends.

Are humans perfect? No. Are customers human too? Yes, of course. So, can they always be right? Rarely.

I know it’s an ironic catch-22 situation because as business owners, we need customers to run our operations, pay our bills, and we’re in it for profit, right?

But after talking to many business owners in various fields – and those who are more experienced than I – they all agree on one thing: don’t get just any customer.

We always hear that consumers demand their rights, demand whatever rights they have and even go so far as to form consumer organizations in their society. What is the best way to protect yourself from fraudulent traders?

But what about those of us in business? It faces the same problems as customers in one area of ​​impact: bad customers.

The origin of the phrase “the customer is always right”.

My research indicates that the phrase was originally coined by Harry Gordon Selfridge, founder of Selfridge’s department store in London in 1909. The quote was used to convince customers that they would get good service from this company and also to convince employees to provide good service to customers. .

Good customers, bad customers

Like people, there are good people and bad people, good people and not so good people. The good news is that, in general, most customers are honest, polite, and well-intentioned—a small fraction has the potential to give someone an unpleasant experience, enough to ruin a day.

The tell-tale signs are usually the same: unreasonable demands and “it’s my right” or “I deserve it” (don’t you hate those words?) and “if you don’t, meet my demands then I’ll hubpages about your rotten service, Squidoo, will publish on Twitter… and did I leave anything out?”

What should I do when I find a rotten customer?

Getting offended by a customer’s snide comment is a natural knee-jerk reaction for many of us internet marketers and business owners. The first thing is to check if there is any truth in what he or she is saying and why he or she might say it.

It could be a genuine mistake on your part, who knows?

Maybe you over-promised and under-delivered. Maybe your sales copy is sending the wrong message and perception to your customers (this is very common). Examine all possible angles to see if it could be an innocent error on your part that is causing discomfort on the part of your customer.

However, if the customer is completely rude and makes unreasonable demands for your service, remember that even as a paying customer he has no right to abuse you.

In that case, don’t be afraid to make the decision to fire your customer (who says firing is just for employees?). As stated before, it’s simple: if you prioritize your bad customers over other customers and your employees, your good customers will go first. Then your employees. And then once you know your bad customers, you can never satisfy them.

If someone is threatening you or giving you a hard time, just say “I’m sorry but I have to let you go” and, in exceptional cases, do it if the return of their purchase keeps them away. Not worth keeping a $37 sale and sleeping at night. This may mean losing their business but you will get better sleep and keep your mind in a healthy frame so that you can do more business with a better class of buyers.

Don’t screw them back: Like most of us, I admit that screwing those losers is a great thing. But often the problem is that this gives bad customers “ammo” to fire back at you. And if it’s in writing like an email or a letter, they’ll have something against you. Be polite and professional. Not easy to do but keep your career future, your other good clients and your partners in mind.

Another benefit of this is that since you’re polite, they won’t have anything concrete against you and will think twice about posting about your business publicly (because others will clearly see what a nice person you are… and what a jerk he or she is! ) and if you think they might make up a story, this is where it pays to keep copies of your email correspondence so you can defend yourself.

“It’s my right” mentality

You may find that this is a favorite line attached to some of these rotten apples. First of all, it is only fair that a customer gets what he or she deserves from a product or service. Things like good customer service, getting your product delivered on time, getting a warranty, etc.

But also remember that he or she doesn’t have the right to take your personal time (unless you’re in the coaching business), get the rest of your stuff for free, abuse your helpdesk and support, and certainly walk away from your partner. !

So is the customer always right? If you still think they are, be prepared for a sleepless night!

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