Smart marketers understand that the word ‘right’ in “The customer is always right” doesn’t mean that they’d win in court or a debate. It means, “If you want the customer to remain a customer, you need to permit him to believe he’s right.”
If someone thinks they are unhappy, they are.
If you have a choice between acknowledging that your customer is upset or proving to her that she is wrong, which will you choose? You can’t do both.
Try saying this: “I agree that my communication with you should have been better. I also understand that you are upset, unhappy and maybe even angry. You have my undivided attention because I value your business and I will do my best to prevent lapses of communication in the future.”
Is being right the right thing to do? If you still think so, fire your customer because they’re going to leave anyway.
(Try applying this in your personal relationships and life will be better!)
Tags: Advertising, Better Life, marketing
