Is the customer always right?

It’s the old saying following business owners around. ‘The customer is always right.’ But are they? We all have customers who may prove difficult for one reason or another. Regardless of how you feel about that, it is important to understand why.

You may have seen an article I wrote regarding networking. I ended that article with the comment successful businesses are built on successful relationships inside and outside your business. The relationship with your customers is outside the business but is imperative.

Depending on your type of business, the relationship with your customer may be fleeting or long. Whichever one it is, you should be striving to ensure it is effective and positive.

I recall a story relayed by a lady when she worked in a jewellery store in a large shopping centre. A customer entered the store in his singlet, shorts and thongs and she provided him with the high quality service she provided every customer. He spent quite a lot of money. The next day he returned to the store with chocolates and flowers for her. The customer wanted to thank her for the great customer service she provided to him. He had been to two other jewellery stores in the shopping centre and had not been approached at all. Some assumptions may have been made…

That was great customer feedback for that lady without even asking. How often do you ask for feedback from your customers? Do you care what they think? And how do you react if you do receive feedback that isn’t quite what you want to hear? If the feedback isn’t what you want to hear do you at least reflect on what they have told you and think about what you could have done differently? Sometimes you may not be able to think of how you could do it differently. Talk to a third party who may see something you don’t. What is definite, is that you and your customer both contribute to the customer experience.

Are you taking the time to understand what your customers are thinking? Is now the time?