This commentary, by Steve Alford, was originally published in the Summer 1995 INSIDER Magazine, but is as timely today as it was sixteen years ago. This is the fourth of a series of previously published commentaries we are featuring this week while we celebrate Customer Service Week.
I recently took down a sign in my office that read, Rule Number 1: The Customer Is Always Right. Rule Number 2: If the Customer Is Wrong, See Rule Number 1. I realize I have never truly believed this, nor do I choose to. We do ourselves, our coworkers, and our clients a huge disservice by insisting that “the customer is always right.”
The customer-is-right philosophy is based on a win—lose mentality. I don’t wish to build relationships based on one party losing and the other party winning. I like the idea of a relationship being mutually beneficial. And I like to foster the idea in my employees that they are to satisfy our clients by providing unparalleled service, not by just doing what they’re told. This couldn’t be done if I preached a win—lose concept to them.
The customer is not always right. They know it. You know it. We know it. In fact, customers are frequently misinformed, unclear and yes occasionally selfish. Who cares? It’s not the issue. Make them feel and look good and you’ll be giving them what they really want: satisfaction.
Alford Media is not about renting equipment. When you receive our bid, you may think we’re trying to rent equipment. When you see our truck start to unload, it may look like we’re renting equipment. What we’re renting (or selling) is a successful presentation. Companies contract with businesses that make them look good and feel good. The equipment we use is just a means toward accomplishing that.
We don’t have all the answers and neither does anyone else. What we do make a point of is; 1) knowing what we do know – well, 2) knowing what we don’t know, 3) not being afraid to admit what we don’t know, and 4) knowing who does know what we don’t know.
In this age of unfulfilled promises and poor role modeling from political leaders, sport stars, and many business leaders, give me honesty above all else. As a customer I say, “tell me when I’m wrong. Show me another possible way. Make me look good, not by doing just what I say but by caring about me and my message.”
Children have a way of being totally honest in the midst of crisis. Recently, while disciplining my son, I told him to look me in the eye when I was speaking to him. As he straightened up and complied, he matter-of-factly said, “Daddy, your eyes don’t look too good.” If we can be that honest with one another, we, like my son, will find ourselves in less trouble than we might have otherwise been.
The Customer is Always Right?
This commentary, by Steve Alford, was originally published in the Summer 1995 INSIDER Magazine, but is as timely today as it was sixteen years ago. This is the fourth of a series of previously published commentaries we are featuring this week while we celebrate Customer Service Week.
I recently took down a sign in my office that read, Rule Number 1: The Customer Is Always Right. Rule Number 2: If the Customer Is Wrong, See Rule Number 1. I realize I have never truly believed this, nor do I choose to. We do ourselves, our coworkers, and our clients a huge disservice by insisting that “the customer is always right.”
The customer-is-right philosophy is based on a win—lose mentality. I don’t wish to build relationships based on one party losing and the other party winning. I like the idea of a relationship being mutually beneficial. And I like to foster the idea in my employees that they are to satisfy our clients by providing unparalleled service, not by just doing what they’re told. This couldn’t be done if I preached a win—lose concept to them.
The customer is not always right. They know it. You know it. We know it. In fact, customers are frequently misinformed, unclear and yes occasionally selfish. Who cares? It’s not the issue. Make them feel and look good and you’ll be giving them what they really want: satisfaction.
Alford Media is not about renting equipment. When you receive our bid, you may think we’re trying to rent equipment. When you see our truck start to unload, it may look like we’re renting equipment. What we’re renting (or selling) is a successful presentation. Companies contract with businesses that make them look good and feel good. The equipment we use is just a means toward accomplishing that.
We don’t have all the answers and neither does anyone else. What we do make a point of is; 1) knowing what we do know – well, 2) knowing what we don’t know, 3) not being afraid to admit what we don’t know, and 4) knowing who does know what we don’t know.
In this age of unfulfilled promises and poor role modeling from political leaders, sport stars, and many business leaders, give me honesty above all else. As a customer I say, “tell me when I’m wrong. Show me another possible way. Make me look good, not by doing just what I say but by caring about me and my message.”
Children have a way of being totally honest in the midst of crisis. Recently, while disciplining my son, I told him to look me in the eye when I was speaking to him. As he straightened up and complied, he matter-of-factly said, “Daddy, your eyes don’t look too good.” If we can be that honest with one another, we, like my son, will find ourselves in less trouble than we might have otherwise been.