I think a more appropriate term should be "meeting customers expectations" and not the "customer is always right"
The whole thread is about marketing. It's impossible to treat every single client as your #1 priority, b/c it's impossible to put everyone first. But in the field of marketing, which is what the OP started off by saying, it's very often the case where people don't try to "act" that way, but they say they do... I was pointing out the fallacy of that line of thinking, as it applies to both cases. It's not realistic, and it's dishonest.
While reading the thread recollected the good one on the similar topic: http://www.cre8asiteforums.com/forums/index.php?showtopic=9134&hl=marketing+101
Well the customer is not always right! You need to let customers know that there is always a solution that both parties can agree to and sometimes it is ok to say no to certain customers and stand firm. Its not about taking advantage of customers its about making sure certain cutomers do not take advantage of you. The good thing is they only represent about 1% of the population but they are out there and if you let them think that what they are doing is ok they will become the other 99% of you business or a so called repeat customer (go figure ) and yes word gets out. Rotten apples tend to congregate in the same bin. If letting the customer believe they are always right you will be the best doormat for those always willing to take advantage of a reputable business. I agree on answering all questions and yes there are some where the only solution is a total refund with possibly an appology. I ran my model off ebay for 9 years and never had a neg or nuetral and have never had a major issue online. Each customer is valued and a unique individual and should be treated as such.
Of course if you want to stay in business, you have to do everything to please your customer, evrything that does not bring you losses, otherwise your are bankrupt, this is clear. Next thing; there is always a customer agreement out there, so your customer is not just consumer, he is a partner too, and he is right to the extent of customer(partner) agreement. And if you go wiht customer wishes and do more than in customer agreement(refund policy e.t.c.) you are a generous man, if you just follow the agreement you are a good man, and if try to mess with customer and not follow the agreement you are a bad man. This is so easy and clear.
I am sure that in the world of high level management consultants with major international firms, independent consultants, those in HR, PR, Marketing, Management, IT, etc. you are right But us mear mortals working hard to earn a crust DO treat every single client as our #1 priority!! It is those that put the food on our plates, a #1 priority, put clothes on our backs, a #1 priority and put beer in our belly, again a #1 priority. It is not impossible to treat every client as a #1 priority, it just takes a little hard work!
It is impossible to treat a number of clients all as your #1 priority. What if 3 contact you at once, all wanting something done immediately? It happens.. .and if it doesn't, you need to find more clients. The original post was regarding marketing, and why you're assuming my points are only relevant for large firms is beyond me. I've already stated it's come from working with both that type of consultant as well as independent consultants and freelancers. You're unforunately making an extremely common mistake that does more damage than good in the long run. I wish you luck with whatever you choose, but I doubt it's going to work in the long run... rarely does.
You are clearly not a small business woman! Being fully aware that 3 or 30 clients may contact me at the same time they get dealt with accordingly. I think you miss the point somewhat. #1 priority does NOT mean #1 client!! Clearly you are making an extremely common mistake that does more damage than good in the long run. In the long run, 8 years and still successfully growing year on year, I think you will find that having clients as #1 priority DOES work. Perhaps you should go re-read some of your books and see if you can find something in there that is small business, customer orientated. Oh and I have enough clients to speak from experience thanks.
Actually, I am a small business woman. But I've also worked with large international companies and non-profits both as an employee and later as a consultant. So I've seen different sides of the same coin. "Dealt with accordingly" doesn't answer the question. Who would come first? They can't all. And there's the fallacy in saying every client is #1. And it's an extremely common mistake that gets people to a point of promising more than they can deliver and forcing themselves to burn out early... a contributing factor to the enormous failure rate within the first year of small business operation. If you'd have paid better attention to what I said previously, you'd have already noted that I acknowleged that clients in general should be a top priority... but not in making promises to individual clients that they're #1 on your priority list... unless of course you're comfortable being a dishonest businessperson, or unless that client truly is your largest or most important account and therefore you do intend to give them special treatment and consideration. Personally, I'm more concerned with being honest. I have a number of clients; from regular to one-time, and they get treated equally, but all get treated well. And I don't need to make false claims in my marketing or privately to get or keep them. My business is highly customer-oriented. So know what you're talking about before you start speaking to what kind of experience I must have or not have, or how my own business must be oriented.
yes but what is the proper way to weed out bad customers. I wouldn't want a bad customer get angry at me and ruin my reputation. This is an interesting thread because i also disagree, yet agree to the main poster and would like a good solution to work things like this out.
BINGO!...EXACTLY!!!! I don't get the need to be so literal over this. Treating your customers as top priority is more a philosophy not a literal physical interaction with each individual client stating "you're #1." A great example of this is a struggling medical center, here locally, that was on the verge of financial collapse. A new CEO was hired and he changed two things: (1) No wait time longer than 10 minutes and (2) Friendly service with a smile and great attitude. He ran ads non stop promoting those two simple promises. The guy created a system for people to complain if their wait time went longer than 10 minutes or if they were treated poorly by staff. That medical center is now one of the top in the state, and profitable, all because a guy came in and made the cutomer #1/Top priority. It's a philosophy, an approach, a mindset toward your customer base not verbally communicating to each customer that they are #1.
Companies who tout "the customer is always right" will go bankrupt because the truth is that "the customer will take advantage of you any chance they get."
I'm not sure if theres a argument going on here or not... but yeah just butting in About the customer always being right thing. I disagree. Sometimes a customer employees you because they know they're wrong and they're looking for someone that knows what's right... e.g someone very not artistic hiring an artist (lol great discription I know ) So yeah.... Just thought I'd say that... Oh and also they're wrong when they're plain wrong.. in such a case I guess it's up to us twist their sense of what's right edit- ^ Man that's deep!
Oh my dear, it is worse than I thought! You are further up your own ar** than I had originally thought. It's an extremely common mistake not to read post properly, especially for self opinionated consultants who think they are soooooo good!! If you'd have paid more attention you wuold have seen that at no point in any of my posts have I said that all clients are #1!! They are just #1 priority!! Do you not see the difference?? You dont have to promise your clients that they are priority it should happen naturally. And dealt with accordingly DOES answer the question. One should be extremely careful when suggesting a businessperson is being dishonest as comments like that can end in tears, in court!
As you quite rightly say, BINGO!! Taking on a philosophy which puts clients as #1 priority rather than literally making every client #1 is the way to keep your business up there with the best and grow your business. The problem is that text books dont teach you this. It has to be a company wide decision which then filters through the business and then through to the customers, making them 'feel' special.