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We all know the old saying, “The customer is always right.” I don't think that means the customer knows everything or knows better than you when it comes to the best solution for their problem. Sometimes, the customer actually is error.
Don't get too excited. Your customers may be wrong, but there's no point in proving it to them. Instead, focus on making things right for the customer and making them see a better way than they imagine—without making them feel rejected or ignored, like you're not even listening. This respectful approach creates a culture of understanding and resolution. It preserves relationships, not to mention that instead of fighting with your customers and insisting that they see things your way, you might even get something done.
Understanding the customer's perspective
It's a constant challenge in customer interactions: the individual who believes he's right and insists you do it his way, even in the face of evidence to the contrary. EMPLOYEE those who deal with this type of client can also become dangerously stubborn. For example, let's say the employee recommends a certain product, but the customer wants a cheaper version. The employee knows that the lower priced product will be good enough for the customer's needs, but will be more expensive in the long run. So back and forth they go – and the customer finally decides to take their business elsewhere.
I've seen this happen in my years of experience, and it prompts a critical question for my team: “Would you rather be right and fail, or be wrong and succeed?” This inquiry encourages employees to reflect on their priorities in customer interactionsemphasizing the importance of success through understanding and empathy.
When approaching a client who can make mistakes, SENSITIVE it is critical. The language we choose is vital. No one likes to hear “You're wrong,” even when deep down they know it's true. Instead, show that you respect their point of view by saying something like, “I can understand why you felt that way.”
For smaller issues that do not significantly impact resources, it is often best to comply with the request. On the other hand, when the stakes are higher, it may be prudent to explain rationale behind a decision, especially if past experiences inform current practices.
For example, you might say, “I would really like to explore this option, but our company has previously found that it leads to excessive costs and time delays for our customers.” This approach COMMUNICATION the reasoning behind a decision and invites cooperation towards finding an alternative solution.
A little humility never hurts: “I may have miscommunicated that to you.” Not even an apology. You're not necessarily saying you were error whether you're apologizing that clarifying information didn't reach the customer or simply that a business interaction turned into a dispute.
Take responsibility even if you are not at fault. This can reduce tension and pave the way for resolution.
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A matter of compromise
It is not always easy to see things from another's point of view. This appears every day franchise industry because entrepreneurs tend to see things only through their own eyes. I have been guilty of this myself. Our goal should be to cultivate an environment where all parties can appreciate different points of view, leading to compromise.
It is essential to remember that compromise is a tool, not a weakness. There are two definitions of the word, and in recent years we have used the negative one very often: to betray and weaken one's core values in order to achieve one's goals. This is where the positive definition applies, giving a little from your side and taking a little from their side, to find common ground where you both stand.
When faced with a situation that requires compromise, I defend clear communication. If an employee or client disagrees with a proposed approach, it is essential to articulate this in writing – for example, by email. This ensures that there is a record of the conversation and allows for further reflection.
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Moving beyond right and wrong
It is essential to recognize that interactions between customers and businesses should not culminate in a scenario where one party is deemed fair and the other error. By embracing a mindset of compromise and effective communication, we can serve our customers well while maintaining a healthy business relationship. Customers appreciate when their concerns are heard and valued, leading to greater loyalty and satisfaction.
The art of interaction with customers lies in understanding this delicate balance between right and wrong. By caring more about doing right than being fair, we can build lasting relationships that benefit the customer and still bring in business.
So let's change the old saying a bit, from “The customer is always right” to “The customer is always worth listening to.”
Fight the urge to prove yourself right and make it right for your customer.
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