The old adage “The customer is always right.” Do you agree or disagree?
As a recovering appeaser, I have used that adage a lot during my career. But over the course of many years I have also learned that you can’t, nor should you try, to make everyone happy.
I do, 100%, believe that every customer deserves to be heard. That means when a customer has a complaint, a suggestion, or a request, I hear them out. But I don’t make a decision right away. An on the spot decision will always be a yes or a no and I haven’t taken the time to actually weigh the pros and cons of what either decision will mean to my business in the long run.
Instead of that on the spot decision I tell the customer I will take the request under consideration and get back with an answer in a specified amount of time. By taking the time to consider what a specific decision means to my business, to this particular customer, and to future customers, my knee jerk yes may change to a no or vice versa. Either way I’ve shown the customer that I’m willing to listen. I also get the peace of mind that I made an educated decision that I can live with.
Giving yourself time to think before you react in most situations should be a key component to your business strategy.
Laurel Fischer is a Relationship Marketing and Strategy expert. By improving your marketing and sales communication your business will reach new heights. At STL Interactive Innovations, LLC, “The Sky’s The Limit” in what you and your organization can achieve. Want to learn more? Contact Laurel today.