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Is the Customer Always Right?

I’m often asked, “Is the customer always right?” How can you turn an instance of the customer being wrong into a win-win situation? Make the customer “feel right” by agreeing with them on the importance of what they value. Watch this video.

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Below is the AI generated transcript of the video above

00:00
one of the questions I’m often asked is
00:03
is the customer always right well
00:06
sometimes the customer is right
00:08
they’ve done their homework they know
00:10
what they’re talking about but sometimes
00:12
the customer is not right they’re wrong
00:14
customers get confused they make
00:16
mistakes sometimes they exaggerate and
00:19
customers have even been known to lie so
00:23
what are you doing a case where the
00:24
customer is wrong tell them that they’re
00:27
wrong
00:27
no that’s not a win for either party
00:29
what you can do is make them feel right
00:33
and the way to do that is by agreeing
00:36
with them on the importance of what it
00:38
is that they value but the catch is they
00:42
won’t always tell you what they value
00:44
you have to do the work to listen
00:47
carefully figure out what they really
00:49
value and then agree with them on the
00:52
importance of that let me give you an
00:54
example let’s say a customer complains
00:57
and says your service is so slow so you
01:01
look into it and it turns out that at
01:03
every point and promise you’ve delivered
01:05
right on time in fact in one case you
01:08
were even early so when the customer
01:10
says your service is so slow you could
01:13
respond like this you know you’ve got a
01:15
very good point speed is important
01:18
especially in today’s busy world let me
01:21
be the one to help you quickly get this
01:23
resolved what if a customer says your
01:27
product is unreliable so you do the
01:29
research and it turns out the customer
01:31
is using the product incorrectly you can
01:34
still make them feel right how do you do
01:37
that when they say your product is
01:39
unreliable you could reply do you know
01:42
what reliable performance is absolutely
01:45
important let’s look into this together
01:47
they say your staff is rude what are
01:51
they value courtesy and respect they
01:54
complain that your rigid and
01:56
bureaucratic what do they want some
01:58
flexibility your price is too high
02:01
they appreciate value for money they say
02:05
your website is so hard to use what is
02:08
it that they’re right about that they
02:09
value user friendly systems so
02:13
is the customer always right no but can
02:18
you always make the customer feel right
02:20
yes you can and how do you do that agree
02:25
with them on the importance of what they
02:27
value make them feel right and you will
02:31
keep things moving in the right
02:33
direction for you and your customers

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Ron Kaufman
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Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.