Is the Customer Always Right?

You’ve heard the old adage: the customer is always right.

You can take that stale, old advice and throw it straight into your circular file because if you have customers, then you know that they come in all sorts of shapes and sizes.

They can be enchanting, funny and utterly delightful. Or, they can be hostile, aggressive and impossible to please.

Obviously, if you’ve dealt with a difficult customer, you know first-hand that they’re not always right. And, sometimes there are just plain old wrong.

But, here’s the problem. Research suggests that your customers are going to share their experiences (good or bad) about your small business with their friends.

Here’s how it breaks down:

• When you do a GOOD job, your customer tells 3 people.

• When you do a GREAT job, your customer tells 10 people.

• When you do a BAD job, your customer tells 25 people.

• When you get into an ARGUMENT, your customer tells 50 people.

So, even if the customer is wrong, it’s pretty obvious that you need to do everything in your power to avoid getting into an argument.

Here are a few ways to keep the peace when dealing with an aggressive customer:

1. Remain in control

No matter what, stay in control. Your customer may be ranting and raving like a lunatic, but don’t let their actions antagonize you. A calm, professional approach can actually rub off on your customer and cause them to become a picture of tranquility. (Although, this isn’t always the case!)

2. Be friendly

If you’ve just been called a nasty name, it’s pretty hard to feel friendly. But, if you want to keep the peace (and remember, you do want to keep the peace), then you’re going to have to pull out all the friendliest tricks that you know.

3. Never argue

Customers often vent their frustrations about a product or service without having a solution in mind. Listen and allow the customer to vent; oftentimes, just the fact that you listened is enough to make the customer happy.

4. Cut ties if necessary

If all else fails, sometimes it’s necessary to cut ties with your difficult customer and part ways. You might lose a customer in the short-term, but you’ll most likely be much happier in the long-term. Those difficult customers can literally suck the life out of a small business.

Obviously, your customer isn’t always right. But, it’s your job as a small business owner to step-up to the plate and be the bigger man or woman for the sake of your small business.