Is the Customer ALWAYS Right?

You’ve heard the saying, the customer is always right. Sometimes your customer becomes upset and you are right and the customer is the one that is wrong. The philosophy behind this saying is that we need to keep our customers happy. That’s the most important thing. An unhappy customer can damage your business. When a customer knows that they can trust you to do whatever it takes to make things right, it is good for your company.

Customer Always Right

Making Things Right

Here are some things that you can do when the customer truly is not right and you are in the right. First of all, always act with professionalism and integrity. Be calm and patient because usually when a customer is unhappy, they get agitated and angry. If you can be calm and patient it will help a lot.

Secondly, say you’re sorry. Even if you did nothing wrong, you can sincerely say that you’re sorry for how things turned out. You’re sorry for how the customer feels. That’s the truth. You are sorry because you don’t want a negative experience, no matter who’s at fault.

The third thing you can do is calmly explain your side of things. Give them another perspective. Wait to do this until after you’ve listened patiently to them and their side of things. Sometimes just explaining your side of the story will help dissipate anger and resentment and help calm the situation. It will help them realize they’re wrong and you can move on.

Finally, do whatever you can to make them happy. Sometimes this might mean that you have to do what you don’t think is right, but in the end you want your client to walk away feeling happy about the interaction or as happy as they can be.

When All Else Fails

As a last resort,  you may need to let them go with love. Sometimes a client is just not the right fit and it might just be best to say goodbye, send them away with love. You might need to let them out of a contract they’ve committed to, but rather than make them angry and resentful, let them go with best wishes.

Unhappy customers spread bad news. They like to Tweet about it, they put it on Facebook to tell their friends about it. When that news gets around, it develops a negative reputation for you and for your business. You don’t want that to happen. You want to keep the customer happy and do your best to make things right.

Make sure that whatever you do, if you do end up parting in the end, that you part on good terms. One way you can do that is by sending out a simple card in the mail and say, “We’re sorry that our business relationship has ended, but we are so grateful for your business and for the ways we were able to help you. We wish you well and if you ever need our services again, feel free to call us.”

All of these things can calm a volatile situation. They can help a customer feel like they’re treated the best and that’s what you want. You want to treat your clients the very best, even if sometimes they’re wrong.

If you need help coming up with a plan for how you’re going to deal with these uncomfortable situations, you can contact Touch Your Client’s Heart. We can put a plan in place and we can even write the thank you note for you if you’re in a place where you’re feeling too angry to actually write that yourself.

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