How many times have you heard the age old maxim, “The Customer is Always Right”? I know the first few times I heard it was early on in my sales career and, after having experienced more than a few difficult customers, I was certain there must be an out somewhere. Seth Godin’s post on the subject highlights a picture of a rock with ‘Stew Leonard’s’ company policy engraved on it:
Our Policy
Rule #1 - The Customer is Always Right
Rule #2 - If the Customer is Ever Wrong, Reread Rule #1
Thankfully Seth provides the out that all marketers and conscientious sales people everywhere need to hear…
Rule #3 - If the Customer is clearly wrong, they are not your customer anymore - FIRE THEM!
Wow. What a relief. Freedom.
Now, here’s the most important advice on this subject. When you fire them, be very nice about it, just take away your products and services from them, refuse to do business with them AND recommend them to your arch competitor. Let them try to live up to just Rule 1 & 2.
Let’s face it friends, no matter how diligent and caring you and your people are with your most valued customers, at least 2% of them will represent 98% of your biggest problems. Your service and frankly your attitude with suffer, if you cannot learn how to effectively FIRE the worst 2%.
Glenn
June 22nd, 2006 at 6:00 pm
Nice article, Glenn. I have also written an article on this same subject and it’s posted on our blog.
We empower our employees to determine just about how much guff they can withstand before they throw in the towel. To us, our employees are more important than our customers. By showing our employees that they’re number one and that we trust they’ll handle the customer with care and dignity, they are motivated to provide the best service possible. It works, they don’t let the ‘power’ go to their heads, and our employee turnover rate is extraordinarily low.
Incidentally, did you know the person responsible for us having to endure the phrase, “The customer is always right.” was a gentleman by the name of H Gordon Selfridge. Mr. Selfridge was the founder of Selfridge’s Department Stores widely known across the United Kingdom. Perhaps Mr. Selfridge was stuck in his philosophy, as he died insane and bankrupt. Food for thought.
Best Regards,
Jennifer
http://www.IndieRetailer.com
August 19th, 2007 at 8:30 pm
I WORKED FOR A MOVING COMPANY IN CALIFORNIA AND WAS FIRED BECAUSE THE CUSTOMER WAS UPSET WHEN I CALLED HER HOME TO DELIVER SERVICES TO HER UNBEKNOWST THAT THE CORPORATE OFFICE CHANGED HER DELIVERY TIME WITHOUT MY KNOWLEDGE I COMPLETED MY JOB THE CUSTOMER BECAME VERY SARCASTIC I JUST TOLD HER NO NEED TO TALK TO ME DISRESPECTFUL AND YELLING SHE THREATENED TO CALL THE POLICE,I GOT BACK TO WORK ON MONDAY AND WAS TERMINATED FOR ALLEGEDLY MISCONDUCT AT A CUSTOMERS SITE I THINK SHE WAS A RACIST AND A BIGET,PS I SUED THE COMPANY…………………………………….
August 27th, 2007 at 10:59 pm
Dear Glenn:
FREEDOM!!! You said it: relief.
Earlier today I did a Google search with the following phrase, “what if your customer no longer likes you.”
Thank God, it lead me to Seth Godin’s article, “The Customer is Always Right.” (4/28/06) His helpful and wise article lead me to yours!
Thank you, for sharing this line, “Let’s face it friends, no matter how diligent and caring you and your people are with your most valued customers, at least 2% of them will represent 98% of your biggest problems.”
I have been in such turmoil (As I write this note to you, it is 1 A.M—much too late to be awake when my alarm goes off at 6 A.M.) about my “demon client,” it had not occurred to me how much time and effort and energy I am expending attempting to please her!
Thank you, so much.
This article is a tremendous help.
Sincerely,
Denise Brown
August 27th, 2007 at 11:01 pm
Dear Glenn:
FREEDOM!!! You said it: relief.
Earlier today I did a Google search with the following phrase, “what if your customer no longer likes you.”
Thank God, it lead me to Seth Godin’s article, “The Customer is Always Right.” (4/28/06) His helpful and wise article lead me to yours!
Thank you, for sharing this line, “Let’s face it friends, no matter how diligent and caring you and your people are with your most valued customers, at least 2% of them will represent 98% of your biggest problems.”
I have been in such turmoil (As I write this note to you, it is 1 A.M—much too late to be awake when my alarm goes off at 6 A.M.) about my “demon client,” it had not occurred to me how much time and effort and energy I am expending attempting to please her!
Thank you, so much.
This article is a tremendous help.
Sincerely,
Denise Brown