Making the employees believe that the customer is always right, is making them dejected. In Timothy Ferrriss's book, "The 4-Hour Workweek," he recounts how letting go of the difficult customers who ate up all of his mental bandwidth allowed his business to finally soar. This results in numerous problems-. Young Entrepreneur Council (YEC) is an invitation-only, fee-based organization comprised of the world's most successful entrepreneurs 45 and younger. Simply saying the customer is always right doesn’t make it so. There may be many incidents where you know that the customer is 100 percent wrong, and couldn't be any more wrong if their name was Mr. W. Rong from Wrongsville, Wronginham. "The fact is your customers won't always make the right decisions about environmental issues," she explained. Employees move on to opportunities that are not as filled with anxiety. “In fact, studies show that at the 20-minute mark, people start to get frustrated, and at the 50-minute mark they get up and leave,” he said. It is better to let go of a persistently complaining and abusive customer who only end up creating stress amongst the employees. As soon as you put the human-to-human connection back into the buyer and business relationship, they realise they’re dealing with another person, just like them, and their frustration dissipates. Before this picture of the angry and unreasonable customer gets completely out of hand, it should be noted that many customers, when they defect from a brand or get angry with a retailer, are often justified. Many businesses lose sight of this fact when they become wealthy, not realizing that they can still lose everything without the love and loyalty of their customers. in the early 1900s, is wrong — and wrong for a number of reasons. Newton explained that the 1980s brought about a shift in healthcare that focused on the satisfaction of the patient, using such techniques as appointment scheduling via the internet, text message and/or mobile app communications with the doctors and so on. When negativity upsets the balance in the workplace, employees disengage. Irrespective of the sector of the business, it is risky to give the customers the liberty to think that they cannot be wrong. All rights reserved, Insights and Inspiration to Help Grow Your Business, Check for Pre-qualified Credit Card Offers, Credit Intel – Financial Education Center. If the necessary steps have been taken to address the issues of a customer, entrepreneurs should close the matter and move on. He takes customer service seriously and is always polite to customers unless they’re rude to him first. But, and it's a big "but," the customer always thinks they are right. Copyright © 2020 Entrepreneur Media, Inc. All rights reserved. Identify what makes sense and discard the rest to ensure you are maximizing the growth and success of your company. Just how pervasive is the cliche "the customer is always right" in business? However, there are good reasons to ditch this century-old business mantra. Now, how many times have you seen a negative interaction instigated online towards a company or brand? I'll give you two examples: one where I was the "right" business and another, where I was the "wrong" customer. Working conditions and company culture play a major role in keeping employees happy, productive and efficient. SMG/CMSWire is a leading, native digital publication produced by Simpler Media Group, Inc. Our CMSWire and Reworked publications provide articles, research and events for sophisticated digital professionals. This is irrespective of the amount the customer pays for your product. She’s probably never broken a law in her life, but got caught up in the anonymity and chaos that surrounded her. 'Businesses are not dependent on individual buyers. Do I want to be distracted by a legal letter? As Kevin Kelly explained in his famed essay, you don’t need millions of customers, clients and fans to be successful.
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