The Customer is Not Always Right.
Almost everyone has heard the expression “the customer is always right.” I have never believed that statement and have never taught it to any of my employees. However, I do believe that it is important to treat customers with respect and appreciation. I also believe that you must never forget that customers, satisfied customers, keep your business in business. Customers bring money into your business and since you are in business to make money, you must respect and appreciate those bringing that money into the business.
It doesn’t matter if you are a solopreneur or the head of a major Fortune 500 company, you must have a customer service policy in place. With that idea in mind, I have always placed a great deal of importance on having a great customer service policy. I want my customers to know I appreciate them and see them as members of my team. My success depends upon my customers continued existence and sponsorship. Here are a few circumstances during which a customer service plan will be beneficial:
- customer wants to return a product or service she regrets having purchased
- customer discovers that an item she purchased is defective
- customer learns product or service is cheaper than when she purchased it from you
- customer has a bad interaction with one of your employees
By creating a written customer service policy, you ensure that all customers are treated fairly and have a consistent customer service experience. One of the worst things you can do for a customer is to give them unpredictable service experiences. It is important that each customer is treated fairly and predictably by all members of your business team. Customer service has a cost. It costs money to replace products or to give away services. This is money well spent if your reputation for excellent customer service enables you to keep or gain customers.
Respect and appreciate your customers.
It is important to think of your customer service policy as an important part of your business that should not be ignored. When crafting your customer service policy, be sure you keep in mind the fact that the customer should always be treated with respect and appreciation. If your customer wants to return your product or complains about your favorite employee, do not take it as a personal attack. Instead, look at the situation as a way to win an even more loyal customers by providing excellent service. Even if you believe your customers may be wrong on occasion, you must treat them with respect and appreciate the fact that customers keep your business open and operating profitably.
Entrepreneurs who disrespect their customers and don’t appreciate what customers do and bring to the business act to their own detriment. No matter how good you are at what you do and no matter how much your business has to offer, you will never be as successful as you could be if you fail to properly respect and appreciate your customers. Take time today to create a customer service policy that protects your business and shows respect and appreciation to your customers.