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The Psychology of The Customer is Always Right: A Breeding Ground for ArroganceThis forum post has messages dated from 09/07/10 through 10/14/10, please be sure to read all the messages. If you feel it is old or outdated, please follow up with a question or comment and someone may be able to update it, or reply with newer information if you have it. - Psychology of Sales
| The Psychology of The Customer is Always Right: A Breeding Ground for Arrogance Confessions of an online merchant!What is the most challenging aspect of customer service? There are several answers to this question, but they all boil down to the same beginning. My biggest issue stems from customers who do not bother to read our terms and conditions, or really, any of the information we provide them so they can make an informed buying decision. They compleletely fail to take advantage of the great benefit of the internet which allows one to gather all the information without any pressure before making a purchase. One common complaint is shipping time. Our shopping cart gives a shipping statistic that shows the customer the AVERAGE time that particular product has taken to ship historically from our warehouses. That is important. Customers want to complain that they didn't get a product in two days, when in reality, the shopping cart clearly told them the average ship time was 7 days. They didn't bother to read the info we provided. The customer is always right, so it is much more important what the customer WANTED than what the customer was told would be realistic. Many of our products ship in one day, some two, some three and some items need more time because they are items not stocked in our main warehouse, but instead one of our other warehouses. That information is critical to a customer making an informed buying decision, yet they refuse to read what is presented directly in the shopping cart so they needn't hunt for it. We provide a "special needs", section of the shopping cart where customers can let us know if they have a deadline that they need to follow or any other special considerations. So, when they enter nothing there, AND don't bother to read the ship time estimates, if a product is depleted from inventory and has had to be reordered from the manufacturer, they are mad because they didn't get the product in the time they imagined they would. Any time a deadline is entered or we have some reason to believe the order won't ship in a normal timeframe, we go out of our way and contact the customer BEFORE the order is processed to see if they want to proceed. Another common issue is contacting us for a return or for some other service related issue. If they make a mistake (yes, it really does happen that the CUSTOMER makes a mistake), the first thing the customer who didn't read any of our terms or other information think they need to do is spend two hours on the internet or with the phone book trying to contact us by email or by phone. Then the complaint goes to the Better Business Bureau all about not being able to contact us, instead of whatever the real issue is. The solution was in their order acknowledge screen, order acknnowledgement email, and on our website where it says "Customer Service" (which believe it or not puts them directly in touch with someone in the USA, directly employed by our business who get as stressed out about problems as our customers). As a 100% e-commerce company, we have a customer service program that is all internet based. It keeps track of 100% of the communications between us and the customer and we can see everything from the beginning of the order when items were placed in the cart, to the end of the history. Giving both us and the customers a complete log of all communication in one place. In a perfect customer service environment, all of my customers (every one is valued) would actually read the terms and conditions they are agreeing to before they make their purchase. Read the info they are provided instead of not reading and complaining about the lack of knowledge later. They would also understand that there are many kinds of errors that can occur in the ordering and shipping process, and whether it was the customers error or not we strive to resolve all the problems promptly. So when you have a problem with any online company, get off your high horse about the customer always being right and try to understand that the company may well be a lot more anxious to solve problems for customers who aren't cry babies! |
| "The customer ISN'T always right!"
Lisa, I am so glad you posted that! I couldn't agree more with the person who wrote it!I spend a lot of time in the customer service arena, and I will tell you one thing...the customer who actually acknowledges that they made a mistake and just wants some help in fixing it will get a way better response from me than the one who immediately blames us even when it is their fault and says they are filing a complaint with the BBB. If they would open their eyes and read, they would eliminate a lot of hassle for everyone. Also, the people who want you to fix THEIR mistake at YOUR expense...gotta love those guys. grrr |
| "Customers are GOD!"
I might agree with you from an emotional perspective; customers can be jerks.Looking at the big picture there are some often overlooked aspects of the real world. FIRST, without customers there is no business. SECOND, without business you have no job! The bottom line is your customers are absolutely the most important part of your business, be they jerks or not. It is often overlooked that your job is to earn your paycheck. You needn't take any of the emotional issues of work home with you. A customer is a customer and jerk or cool you can do the same great job for the same great paycheck. A customer who is a jerk and wrong might later become absolutely amazed at the respect they received and turn into your best "salesman". Just the same a cool customer that feels poorly treated because your customer service is so focused on being angry because of the jerky customers may turn into your worst "salesman". By best and worse salesman I mean of course your customers can be and will be your best and worse promoters on social networking sites. The key is really quite simple. Leave your emotional life at home and your work life at work. Come to work with the idea of doing your best on a professional business level without the emotions. Your not trying to win anything more than your paycheck. |
| "Absolutes!"
Ok, Jerry, take a look at the youtube video I've linked to.Can you tell me how this customer is "God" for anyone's business? There's no sound in the video, but it seems to be quite expressive after the first bit of boringness! |
| "Customers are definitely NOT God"
Jerry, You must certainly not work in the customer service arena. When I do customer service work, I ALWAYS act responsibly and with patience and respect. It is not until the customer becomes unreasonable and wants us to bend over and take their abuse in the name of the customer always being right. The customer is not always right. That means if you order the wrong thing and it has to be returned, you get to pay for the mistake, not us. If we ship you the wrong thing, there isn't anything I won't do to correct the mistake and make them happy. If they start out blaming us and the fault is clearly theirs, I am calm and just give them the information that we had presented in the first place where the mistake occurred. I offer solutions. Only a small percentage of customers abuse the system. Many and most are nice and easy to work with. I don't treat them all with a negative attitude because of ONE. The ones who are jerks are treated like jerks (respectfully). You just don't live in the real world if you think a customer can be accommodated by a company every single time, especially when they have made a mistake. |
| "Ya'll"
Man! Ya'll must really hate your jobs! |
| "Love my job"
Actually, I DO love my job believe it or not. The people who make up that selection of annoying customers are few and far between.I have had many many happy stories and good things happen with my customers. One fellow from Texas had ordered a Namiki pen from us, only to ask if he could return it because he had just lost his job and needed the money for his family. I sent him the pen back (it was a fountain pen that retailed for about $200) with a nice handwritten note telling him to keep the pen (I refunded him in full of course) and use it to write his resumes for prospective jobs and to always think positively when he looked at it. The only stipulation...he had to do a good deed for someone in turn some day. To this day, four years later, we still correspond and let each other know we appreciate each other. He DID get a new job, and I believe that after his family, I was probably one of the first to know. People like that customer inspire me each and every day. The not so nice ones are few and far between! |
| "resturant server"
I can do all things through christwhich strenghen me |
| "Customer arrogance"
Edna, I do try and not let stuff bother me during my job. I DO in fact try and put myself in the customer's shoes.The only thing is, if I acted like some of them do, I could expect to get exactly what they get, which is a response befitting their attitude. They are customers. they are human, I am human. Treat others as you would like to be treated. I am not rewarding arrogant, ignorant behavior by kissing anybody's hinder. |
| "'civil enginer'"
I have been graduated in 2009 G.C in Mekelle University Technology Foculty Civil Engineering Department. I am working In Midroc construction Ethi plc.I have now two years of Experiance as Office Engineer, Project Engineer, Site enginner at the Project , Finally I am doining as office enegineer & project site enginner . -- |
| "Civil engineers being arrogant"
Hey just wondering Tariku, if you even read the topic of this forum? This is exactly what I am referring to with people when I complain about customers.They ignore what is in front of their face and just go about annoying you with something that could have been avoided if they had just read in the first place! |
| "Auto mechanic"
If the customer can sing an tap dance passably then he is right, otherwise we must turn to Tawana Brawley for guidance. |
| "Well Said!"
Henderson, you are absolutely right and I couldn't have said it better myself. When I was a mechanic I always required my customers to tap dance for me before I would work on their car. |
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