Dominate the competition
Is the customer always right? It’s a common adage in the customer service industry. But if you talk to anyone who deals with any sort of customer base, they’ll tell you that in fact, the customer is not always right.
Even if you are adding massive value and creating raving fan customers, difficult people are everywhere. As Abraham Lincoln famously quoted John Lydgate, “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time.”
The phrase “The customer is always right” is wrong – and we’ll tell you why. Here are five reasons why the customer is not always right.
1. Customers don’t know everything
In a perfect world, every customer would fully read instruction manuals, warranties and return policies. In the real world, customers sometimes make ridiculous demands that actually stem from their own mistakes, or give feedback without fully understanding your product or service. But the customer is not always right – you understand your business best. You don’t have to take every piece of feedback, and as long as your policies are fair, you don’t have to give in to every demand.
2. You don’t need every customer
Many small business owners make the mistake of thinking they can best grow their business by targeting every customer, everywhere. This might result in high acquisition in the short-term, but to grow sustainably, you must target your most valuable audience segment and work to earn their loyalty. This is the only way to keep customers coming back – and that’s the ultimate way to increase profits.
