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In today’s world, the saying that customers are always right has been embraced by businesses of all kinds and is being used to set standards for customer experience.
Customers are always right is a concept that is believed to originated from César Ritz, Marshall Field, and Harry Gordon Selfridge.
The above-named people were American-born entrepreneurs, geniuses of retail and hospitality business legends.
Their businesses were then popular for an extraordinary degree of customer service.
From what I gathered after researching on the internet, Hotelier César Ritz used the slogan ‘The customer is never wrong’ in an advert 1908, the slogan was twisted to “The customer is always right” by Marshall Field and then the expression became popular after Harry Gordon Selfridge used it in setting new customer service standards for his retail store.
WHO ARE CUSTOMERS?
A customer or client is an individual or business that purchases goods, services, products, or ideas from another business.
WHY ARE CUSTOMERS CONSIDERED TO BE ALWAYS RIGHT?
Clients are significant in light of the fact that they drive incomes and without them, businesses can’t continue existing.
Every business advertises and makes efforts to improve customers’ experience by putting standards in place to satisfy them.
The bigger the customer base of any business, the higher its earning potential and influence.
Customer base is the primary source of business and revenue for your business, it refers to the customers currently patronizing your business (existing clients who are paying for the goods or services you offer)
IS IT RIGHT TO SAY CUSTOMERS ARE ALWAYS RIGHT?
Even if you have not been in a position where you are responsible for handling situations involving difficult customers, you must have witnessed an event that makes you know that customers are not always right.
Having worked as a teller, customer care rep, and marketer in more than one bank, I can tell you from experience that customers are not always right in reality.
Some customers make unreasonable demands, some customers are liars, some are confused, some want to get what they can’t afford, some make mistakes and blame you for it. Yet, customers are the life of every business, they pay the bills and there is a saying that “He who pays the piper calls the tune”. That is to say, the person who pays for something controls how it is done.
The idea that customers are always right is based on the considerations that whoever pays for any service should dictate the nature of that service.
So, as long as it is right to remain in business, customers are considered to be always right even though customers are not always right.
REASON TO ASSUME THAT CUSTOMERS ARE ALWAYS RIGHT
Below are clear-cut reasons why entrepreneurs and businesses should embrace the concept that customers are always right.
- FOR BRANDING
In this present era where businesses are competing for customers, customers need to be clear on what they can expect from your products and services before they deal with you. If your is unable to figure out what your customers value and make your clients feel like they are always right, your brand may suffer.
Effective branding can enormously impact your business positively and give you an upper hand over your rivals. It can also assist you in getting new customers and retaining existing ones at a much lower cost.
- HAPPY CUSTOMERS REFER OTHERS
Accepting the assumption that customers are always right makes you strive to make them happy, when your customers are happy, they will undoubtedly spread the news about your business to allies, family, and partners. Happy customers are loyal customers and they are likely going to impart a positive brand knowledge to other people.
- TO MAKE YOUR CUSTOMERS LOYAL
Satisfied and happy customers would rather spend more money doing business with those who consistently deliver excellent customer experience.
You make your customers loyal and earn their trust by making them feel respected and valued.
You can’t earn their trust and loyalty by using a slogan like “customers are not always right”
- FOR SETTING CUSTOMER EXPERIENCE STANDARDS
Embracing the assumption that customers are always right will help your business in delivering superior customer experiences.
It helps in raising the level of performance your customers should expect from business and prepare the mind of the members for your team for taking responsibility and consistently improve customer experience and service delivery.
- TO GIVE WAY FOR NEW PARTNERSHIPS AND OTHER OPPORTUNITIES
Delivering incredible customer experience is a powerful key used by entrepreneurs, treating your customers with respect will result in more opportunities and new partnerships.
Managing your customers with respect and value is overwhelming. When clients see how well you manage your present customers, they begin to think of ways to be affiliated with your business or get you involved in theirs. Respected customers will also be willing to share business secrets that can give you an edge over your rivals.
6 SIMPLE CUSTOMER SERVICE TIPS:
Below are 6 simple ways to make your customers feel they are always right.
- Try to understand the needs and wants of your clients.
- Make your customers feel valued and treat them with respect.
- Strive to fulfill the promises you made to customers.
- Handling complaints and returns gracefully.
- Provide service that exceeds their expectation.
- Be generous with information that can be useful to your customers.
Every entrepreneur must aim to provide exceptional service that leaves customers feeling valued.
Customers are critical stakeholders of every business, without their patronage, your business will cease to exist.
Despite the fact that delivering an excellent customer experience will increase your business costs, doing it right is like hitting the nail on the head. It will empower your business to stand out in today’s highly competitive business world.
To maintain a positive image among potential customers and urge existing clients to keep buying from your business, you have to strive to make your clients feel like customers are always right.
Keep in mind that is cheaper to retain existing clients than to acquire new customers.
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