Are customers always right?

[markmenchavez]

Hey peeps!

Does anyone agree with me that customers are not always right?

[zimdude]

Of course, customers are people just like you and me, and they could therefore be wrong. You can say no to a customer, but they should know the good reason why, and not feel insulted.

[makiling]

agree with zimdude, spin a win :-)

[CaRaMBa]

Ditto on what KuyaDanny said.

Nope, customers are NOT always right. But whether they are right or wrong, there are proper ways of dealing with them. For example, you can actually say 'no' or 'fire' a customer - but it should be done properly. I've read a couple of customer service books, and boy, there are times when customer service can suck! But if you're in a business, that's the way to go.

[KuyaDanny]

Like most business truisms, there are no absolutes.

The customer is not always right. You are not expected, for example, to comply when he asks you to do something illegal. But every customer has something valid to say about the products or services we sell. Sometimes these comments masquerade as complaints, insults, or even lawsuits. But if we take time to sift through this often hostile information, there is usually some bright idea on how to improve our business.

[OKlang]

I disagree with Caramba. Customers ARE always right, though any business establisments can always RESERVE the right to refuse their business.

[Rascha_D]

Kilala kita Mark Menchavez at customer mo ako...

[zimdude]

Originally posted by OKlang:
I disagree with Caramba. Customers ARE always right, though any business establisments can always RESERVE the right to refuse their business.

Meaning, once they are your customer, you can't say no? What if you can't do what they require, do you mean you won't refuse?

[OKlang]

Originally posted by zimdude:
Meaning, once they are your customer, you can't say no? What if you can't do what they require, do you mean you won't refuse?

zimdude,

The business owner RESERVE the RIGHT to REFUSE business from no good customer, which mean they can always say NO. But the customers are still always right, ang gulo hano??

[TNT2bluz]

You can sometimes give the customer more than they need if they insist.

But do not give them anything less.

Make sure you inform your customers.

Don't bullshite them.

I've actually turned down customers because they may not find their money's worth over the systems I design and integrate for them. But they are always thankful for being more informed.

Business is good only if both sides benefit.

[try_mdma]

Markmenchavez - customer mo din ako...

[markmenchavez]

For those who agree with me that customers are not always right, Do you know any sources which I can quote? I work in a customer service company and I would like to raise this point to the rest of the employees. It seems that majority of the people here believe that customers are always right! Bummer?!

[BODACIOUS]

Actually, it depends on where you stand!

If I'm the seller, I AM ALWAYS RIGHT!!!

If I'm the buyer, DEFINITELY I'M ALWAYS RIGHT!!!

[zimdude]

For references, I think any Customer Service book will tell you how to say NO, and still make them happy for it. Customer Service For Dummies says so.

What you should think of, is, you work in the best interests of the customer and be customer-oriented. If the customer is wrong, then do them a favor by working with that.

[Air_magic]

Rule # 1: Customer is always right.

Rule #2: If you think the customer is wrong go back to rule #1.

[OKlang]

Originally posted by markmenchavez:
For those who agree with me that customers are not always right, Do you know any sources which I can quote? I work in a customer service company and I would like to raise this point to the rest of the employees. It seems that majority of the people here believe that customers are always right! Bummer?!

Yes Mark, it's a bummer,but you have to live with it, "Customers are always right".

[frenzy]

No.

[zimdude]

... any new ideas on this?

For example, to close a sale, do you throw in some extras to sweeten the deal because the customers ask for it or find out you can do it?

And then later on, you find that you can't support that product or service after all?



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