Is yes the right answer for every customer? That’s a question which small business owners/managers grapple on a daily basis. That’s because for years the common business refrain has been…“the customer is always right.”
The phrase highlights the significance of customer satisfaction. At the same time, “the customer is always right” prompts businesses of all shapes and sizes to prioritize the customers’ needs and expectations.
Meanwhile, this statement suggests that businesses should put their customers’ interests before anything else. Businesses follow this approach in order to make sure that customers are pleased with the entire purchasing experience. As a result, businesses expect long-term accomplishments and an allegiance from customers.
Following this approach to customer service has its rewards. On the other hand, there are some potential downsides with the decision-making process concerning customer relations and customer dissatisfaction.
Benefits & Drawbacks
Thanks to the internet, social media, and competition in general, customers hold the upper hand. Therefore, businesses today need to be ready for these customers’ demands.
Because of the power of the customer, businesses need to provide exceptional customer service and comprehensive customer satisfaction. How do businesses generate repeat sales as well as maintain customer loyalty? Listen to customers and act promptly to their specific needs and/or complaints.
Meanwhile, following this tactic can also have potential downsides if not managed correctly. In fact, if taken too thoroughly, could be damaging to a business.
For example, employee morale could deteriorate. That’s if employees think customers receive more consideration than they do. There are always two sides to every story. Therefore, if there’s a disagreement with a customer, management must carefully listen to the employee’s side of the story.
Clearly, a business’ bottom line could be negatively impacted it management only considers pleasing customers 100% of the time. It’s important for a business to develop and implement effective business strategies pertaining to customer gratification and discontent.
A Sensible Method
A sensible method to “the customer is always right” refrain should be considered and developed. The approach should call for customers to receive the best possible service. However, at the same time, the business needs to preserve accountability and business values.
This sensible method should include the following tactics:
– Listen to the customer’s desires,
– Understand their viewpoint, and
– Offer them solutions that are equally beneficial.
Businesses should follow the road for a balanced approach. With this method businesses provide outstanding customer service as well as uphold their own values and guidelines.
Pros
- Upgraded customer satisfaction – Businesses can build a customer’s positive experience by ranking the customer’s wants, views, and problems or issues. Following this approach enhances customer loyalty and retention.
- Competitive advantage – Here’s a way to outlast the competition. Go above and beyond to please customers. Happy customers return, usually recommend the business others, and submit positive online reviews.
- Increased revenue – Gratified customers typically spend more money at a business as well as make multiple future purchases at that same business.
Cons
- Customer entitlement – Customers wanting special treatment and unreasonable requests are the flip side to following the “customer is always right” philosophy. Businesses feel the pressure to meet these demands, even when it’s not possible or economically unreasonable.
- Neglect employee welfare – If customers are ranked over employees, businesses may end up with employee burnout, anxiety, and unhappiness. The end result leads to high turnover rates and low self-esteem.
- Financial costs – Sometimes, it can be an expensive venture for a business to meet customer demands. That can be the case especially if the customer triggered the problem or mistake.
When and How to Implement
Customer satisfaction should be a top priority for every business owner or manager. Therefore, to accomplish this objective, every business needs to keep the refrain of “the customer is always right” as part of its business plan. This saying inspires a business to provide outstanding customer service, guarantee customers are significant, as well as help the business create a positive profile in the market. This positive persona usually leads to long-lasting relationships with customers.
Meanwhile, a business owner/manager should consider the following factors to effectively follow the “customer is always right” statement:
– Focus on understanding customers’ desires and hopes,
– Provide customers with fast or appropriate solutions to problems, and
– Create an environment of listening.
Is Yes the Right Answer for Every Customer?
So, is yes the right answer for every customer? In the end, a successful business prioritizes customer satisfaction. However, at the same time, the business must find that right balance between addressing what the customer wants and protecting the business’ success and financial health of its employees.
