A recent experience with our favorite friend – the customer – started us thinking about that all-too-famous saying, coined by the American-born, British retail magnate, Harry Gordon Selfridge. He decided, in his wisdom, that “the customer was always right” and, for him and the staff of Selfridges, it was to be the cornerstone of the retail giant’s operation.
Unfortunately for some, the notion that the customer was ALWAYS right didn’t resonate in perhaps the way Harry intended. We know of many successful members of our industry who, often unknowingly, extend Mr Selfridge’s line by adding “until they are wrong” (luckily this happens mostly under their breath). It’s a gutsy call which can you into no end of trouble but when confrontation raises its ugly head, here are some strategies that may help:
- Be open and genuine that you are committed to providing better and more service than anyone else in the industry and ensure that this passion extends to the entire length of your company.
- Use a variety of sayings that reflect your commitment to solving an issue – “I will take responsibility”, “I will keep you updated” and “I can solve that problem” are a few key examples.
- Ensure from day one your customer knows there are certain issues that may only have one outcome (for example, a discussion of aesthetics over practicalities – and vice versa).
- Never argue with a customer or tell them “you have a problem” (them’s fightin’ words). And never blame a third party, like a supplier – it’s a cop out and will be recognised as such.
- Don’t be afraid to disagree but, when you do, always acknowledge the other side of the argument. Phrases such as “help me understand” or “is that your only concern” will show empathy and open lines of communication.
So how do you handle the customer “always being right”? What little gems of experience or knowledge can you share among the masses, that demonstrate strength in a disagreement?
Let us know!!
