Comments on: Customer satisfaction…because they’re always right!

By: ian

ian — Sun, 10 Jun 2007 01:27:56 +0000

is that OK for us as the owner of the business to fall down our dignity for the customer as they say that they always right??
what do you think??

By: ian

ian — Sun, 10 Jun 2007 01:24:31 +0000

for me “the customer is not always right…AHAHAHA…what if the customer insult and even embarassed you the crowd what would you do?? Even me as a customer i didnt consider myself right always..

By: Colin

Colin — Wed, 30 May 2007 21:02:45 +0000

Funny, one of the basic computer certifications here (In Canada) is the A+ certification. One of the primary questions on it is: Is the customer always right? The answer is ‘No’.

The question should be ‘Does the customer want to always *feel* right?’

To use an analogy, if the same customer went into a doctor’s office and the doctor found they had cancer, but the patient insisted they didn’t – well, guess who is likely to be correct. We can’t hide the truth from clients just because they want to be right.

Another skill aside from adopting a blank face (which I have seen many people do – but not through any kind of skill) is to guide their clients to the truth without bluntly telling them they were wrong. Sometimes this ‘leading’ approach doesn’t work well with some people, sometimes it does.

A lot of end users (and therefore our clientele) understand that their knowledgebase is considerably smaller than our own when it comes to computers and I have said flat out to many of my clients:

“It’s funny that you think and say that to me. I come into your office/home to fix your PC, but there’s no way I can do what YOU do for your business. Each person has their skillset and capabilities; I don’t fix my car as there are mechanics for that. We can’t all do everything…”

When you tell them that you respect that they have knowledge you don’t, it puts you back on even footing. A computer tech still needs to see a doctor – but unlike our clients, we don’t feel the need to tell the doctor that we don’t know medicine. Or do you? I know I certainly don’t…

In short, I’d say customers want to be treated as equals and yet be comforted. I don’t think they want to be coddled and kept in the dark or made to feel they are right when they aren’t – but it certainly does take time and experience to be able to foresee how an approach will be accepted by the various people you’ll meet in your career.

By: chebangs

chebangs — Fri, 11 May 2007 17:31:04 +0000

I think costumer has the right but not always right.

By: Jayce Ooi

Jayce Ooi — Wed, 09 May 2007 19:14:09 +0000

Yup. Customer is always right all the time.

By: Alden

Alden — Mon, 07 May 2007 05:12:54 +0000

Wow, this is spot on. I’ve been looking for these words for a few years now. I’ve always been one to ask a lot of questions and that’s caused a few eye brows to raise. The arrogance that the tech people portrayed only inspired me to want to get into this business so I could know how to answer the questions of our clients without acting superior to them. Now, I preach humility to all of my technicians. You’d be amazed at the response and call back rate you’ll get if you treat every question as the most thought inspired question I’ve ever heard. I try to take a second to answer (showing careful consideration) and just before answering, say “That’s a good question” before delving into either a technical answer (for the technically inclined) or an analogy for the less technically savvy.

Regardless of whether or not they ask where the Ã¢â‚¬Å“Any keyÃ¢â‚¬Â is, or why their printer won’t work (which is unplugged), I like to let them know these things happen all the time and I’ll even tell a funny story where a similar thing happened to me. It builds rapport, puts their hearts/minds at ease and helps ease any tension caused by silence.

The majority of our clients are repeat customers now, which is great, since we don’t have to spend as much on advertising to keep the calls rolling in.