Comments on: Rules of Business Relationships, Part 7 – The Customer Is Always Right Is Always Wrong http://www.straightnorth.com/blog/rules-of-business-relationships-part-7-the-customer-is-always-right-is-always-wrong/ Internet Marketing, Branding and Web Development for B2B Mon, 06 Feb 2012 20:45:41 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Jeanne Dininni http://www.straightnorth.com/blog/rules-of-business-relationships-part-7-the-customer-is-always-right-is-always-wrong/comment-page-1/#comment-704 Jeanne Dininni Fri, 14 Dec 2007 22:12:14 +0000 http://www.wordsellinc.com/blog/sales/rules-of-business-relationships-part-7-the-customer-is-always-right-is-always-wrong/#comment-704 Brad, Your point is (and was) well-taken; and though I may not have expressed the fact clearly enough, I actually meant to agree with your assessment of the discounted mortgage loan story related in your post, while at the same time discussing a second important aspect of customer relations. I've no doubt that you and I agree on the major principles of customer relations, though we may at times express them somewhat differently. Jeanne Brad,

Your point is (and was) well-taken; and though I may not have expressed the fact clearly enough, I actually meant to agree with your assessment of the discounted mortgage loan story related in your post, while at the same time discussing a second important aspect of customer relations. I’ve no doubt that you and I agree on the major principles of customer relations, though we may at times express them somewhat differently.

Jeanne

]]> By: Brad Shorr http://www.straightnorth.com/blog/rules-of-business-relationships-part-7-the-customer-is-always-right-is-always-wrong/comment-page-1/#comment-703 Brad Shorr Fri, 14 Dec 2007 14:10:32 +0000 http://www.wordsellinc.com/blog/sales/rules-of-business-relationships-part-7-the-customer-is-always-right-is-always-wrong/#comment-703 Jeanne, I agree. In the sense you mean,the customer is always right. Often times, sales people placate customers by giving them what they want instead of delving in and really exploring their true needs. That's a point I was trying to make with the example of the mortgage loan problem. But as you say, sellers have to be diligent at all times and have a collaborative mindset. Jeanne, I agree. In the sense you mean,the customer is always right. Often times, sales people placate customers by giving them what they want instead of delving in and really exploring their true needs. That’s a point I was trying to make with the example of the mortgage loan problem. But as you say, sellers have to be diligent at all times and have a collaborative mindset.

]]> By: Jeanne Dininni http://www.straightnorth.com/blog/rules-of-business-relationships-part-7-the-customer-is-always-right-is-always-wrong/comment-page-1/#comment-702 Jeanne Dininni Fri, 14 Dec 2007 02:36:35 +0000 http://www.wordsellinc.com/blog/sales/rules-of-business-relationships-part-7-the-customer-is-always-right-is-always-wrong/#comment-702 Brad, The customer is certainly not always right in the literal sense; and yet that customer's perception of the company's ability and desire to meet his or her needs in large part determines whether or not the company will still have a customer tomorrow. I believe that, while the customer may not always be right, it is always right for the company to carefully consider the customer's needs and even sometimes unreasonable demands--not by giving the customer that which will prove detrimental to him or her in the long run, but by demonstrating empathy for the customer's needs and conveying a sincere desire to meet those needs in the best way possible. That's what creates customer loyalty, satisfaction, and word-of-mouth advertising. It's also the essence of what I believe the phrase, "The customer is always right" was always meant to convey. Thanks for letting me add my two-cents worth! Jeanne Brad,

The customer is certainly not always right in the literal sense; and yet that customer’s perception of the company’s ability and desire to meet his or her needs in large part determines whether or not the company will still have a customer tomorrow.

I believe that, while the customer may not always be right, it is always right for the company to carefully consider the customer’s needs and even sometimes unreasonable demands–not by giving the customer that which will prove detrimental to him or her in the long run, but by demonstrating empathy for the customer’s needs and conveying a sincere desire to meet those needs in the best way possible. That’s what creates customer loyalty, satisfaction, and word-of-mouth advertising. It’s also the essence of what I believe the phrase, “The customer is always right” was always meant to convey.

Thanks for letting me add my two-cents worth!
Jeanne

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