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
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is the customer always right well
00:06
sometimes the customer is right
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they’ve done their homework they know
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what they’re talking about but sometimes
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the customer is not right they’re wrong
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customers get confused they make
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mistakes sometimes they exaggerate and
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customers have even been known to lie so
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what are you doing a case where the
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customer is wrong tell them that they’re
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wrong
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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
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with them on the importance of what it
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is that they value but the catch is they
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won’t always tell you what they value
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you have to do the work to listen
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carefully figure out what they really
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value and then agree with them on the
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importance of that let me give you an
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example let’s say a customer complains
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and says your service is so slow so you
01:01
look into it and it turns out that at
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every point and promise you’ve delivered
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right on time in fact in one case you
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were even early so when the customer
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says your service is so slow you could
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respond like this you know you’ve got a
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very good point speed is important
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especially in today’s busy world let me
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be the one to help you quickly get this
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resolved what if a customer says your
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product is unreliable so you do the
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research and it turns out the customer
01:31
is using the product incorrectly you can
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still make them feel right how do you do
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that when they say your product is
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unreliable you could reply do you know
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what reliable performance is absolutely
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important let’s look into this together
01:47
they say your staff is rude what are
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they value courtesy and respect they
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complain that your rigid and
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bureaucratic what do they want some
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flexibility your price is too high
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they appreciate value for money they say
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your website is so hard to use what is
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it that they’re right about that they
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value user friendly systems so
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is the customer always right no but can
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you always make the customer feel right
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yes you can and how do you do that agree
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with them on the importance of what they
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value make them feel right and you will
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keep things moving in the right
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direction for you and your customers
