“People say the customer is always right, but you know what, they’re not. Sometimes they’re wrong and they need to be told so”Michael O’Leary, Ryanair CEO (b. 1961)
All marketers strive to understand their target audience’s perceptions of their products and services. And the customer is always right—this is the motto we’ve adopted and lived by for decades.
If you’re one among them, let us remind you that you’re also misinformed.
It’s good to worry about what customers are saying about your business and your products/services. But the process of continuously pleasing them and taking them seriously without justifying their every opinion won’t be a wise idea!
But that’s not the conclusion. Being a proper business owner, you need to have proper knowledge about your management and differentiate between right and wrong, and so do ‘why your customers are not always right.’
Not a big article on the customer is not always right essay, but a short article that will help you to conclude a wise decision on it. Enjoy!
Is the customer always right?
NO. Well, sometimes customers are right. But it doesn’t make sense that their every point always has to be correct. Customers make mistakes, get confused, and out of any clue, they leave their reviews.
See how confidently the customer is claiming the Samsung TV is wrong? Funny, but this is just one instance.
The phrase “the customer is always right” is one that marketers frequently use as guidance while interacting with clients to satisfy their needs first and foremost.
But how can you handle this smoothly when any of your customers have conflicts or issues with your organization? And also when they are not ready to accept that they could be wrong?
Well, here is the fact that you have to agree on this point that your customers are not always right, and its impossible to meet their expectations at some cases.
So yes, apparently, the answer is “No” when you’re asked if your customer is always right.
Why customer is not always right
It’s good if you are convinced to accept the truth about your customers that they cannot be accurate every time. But it’s on how you take their opinion and let them affect your business.
However, there are ways to resolve the such situation. But before you make up your mind to handle your customer, you should know exactly why the customer is not right.
Here you go with the five reasons why;
1. Wrong customer exists
For once, let’s consider your customer is always right. But what if you’re giving your best in serving your customer, but instead of getting the expected response your response you got the opposite?
We know how it feels, and that’s why sometimes it needs you to believe your customers cannot be right at all times.
And yes, there are wrong customers. If the cases show you that customer feedback is leading your reputation downward, you need to stop worrying about those customers. Instead, focus on your potential customers.
2. Considering the customer is always right can conflict with your management
You and your employees are doing day-night hardship from making a product to delivering it to the right audience. But don’t you think it’s concerning when some of your customers keep questioning your service, even after doing hard?
In that case “customer is always right” attitude cannot help you actually. By doing this, you’re not helping your employees; also hampering your customer service too!
Your management promises to ensure their trust and make them realize they are your priority. But you cannot constantly give your all your effort to a few customers by saying they’re always right.
And about customer service? You’re ruining it too. This creates an imbalance between your employees, so considering the customer is not always right would be the only wise option.
3. All customer’s opinions may bring a barrier to your growth
While promising your brand reputation and quality, your company employees and customers should be equal to your concern.
If pleasing one party cause damage to the other, you cannot ensure the consistency and growth of your product/service quality.
It’s quite impossible to think that your employees do not make mistakes; they do, but you have to understand them too, as you consider your customers too. Listen to your customers, make them understand that you know they are right, and support your staff well.
In a nutshell, don’t take any action that brings trouble in improving your brand by giving your all attention to your customers.
4. You don’t need to satisfy everyone
Customer satisfaction is what you keep as the priority, right? But this tendency may need you to think twice!
Because some customers always make up their minds with some unrealistic expectations from your company. So in that scenario, no matter how much you take the headache to satisfy your customers, you can’t.
You certainly do your best to give the best to your customers, and finally, even if you succeed, there are chances of customers getting in your way.
So it’s not your duty to please each of your customers. Rather, accept the customers are not always right, move on and focus on the maximum of your right audience.
5. It’s okay to let customers be wrong
Many beliefs used in business that has been around for centuries are still in use today. They are a part of daily operations because they are, in a sense, firmly embedded in the thoughts of business owners.
But they need to be carefully validated. To ensure that you are maximizing the growth and success of your business, decide what makes sense and toss the rest.
So, let customers be wrong sometimes.
In the end, of course, you and your team must work hard to provide exceptional customer service. Not every customer is always wrong. But make sure from your end you do not leave any single chance to make your customer a bad review on your service or brand.
Nevertheless, the next time you interact with a client, keep the reasons listed above in mind so you can manage the customer experience and the purposes of your business successfully at the same time. In the long run, you’ll benefit more!
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