Page 84 - Delivering Authentic Customer Experiences

Principle 6 Delivering Authentic Customer Experiences

The Customer is always right!

I’m sure you’ve heard the declaration The customer is always
right! If I’m honest, the first time someone said it to me, when I
was much younger and not so wise, I thought it was at best rather
contentious and at worst complete nonsense. I was more than
ready to present an opposing argument. Although, I hate to admit,
even then my perspective would have depended on whether I was
the customer or the service provider - double standards, don’t you
just love them!

Of course, after many years in business, I have come to accept that
the customer is always right. Okay, let me qualify that statement.
The customer thinks they’re always right and therefore they are.
You see it’s all about perception. Have you ever found yourself in
the position of the wronged customer, the one who believes they
didn’t receive what they were promised or what they paid for?
You have? I thought so - and were you right? Of course you
were…possibly misguided, misinformed, confused, maybe even
difficult, stubborn or downright rude…but NEVER WRONG!

Once you appreciate that most customers are coming from this
standpoint, it’s much easier to adopt a more positive and helpful
attitude and deal with things that may get in the way of resolving
their issue or handling their complaint.
Feedback: The food of progress

When I was a child, my Nan would give me a daily spoonful of cod
liver oil. It was disgusting! I remember her telling me, Jac, it’s
really good for you. It will help you grow up big and strong. I loved
my Nan and trusted this was true, so accepted my daily dose of
this horrid tasting medicine. Why am I telling you this? It turns out
Nan was right. Cod liver oil – like feedback - is the food of progress.
It may not taste nice, but it is always good for you and that’s why

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