Is the Customer Always Right?
Stand By Your Customer
The cliché that the customer is always right, told to tradesmen for years, has become a taboo today. So much so that even the best companies and corporations in the country have adopted this principle. More investment is made each year in the customer relationship management department to maintain customer satisfaction and loyalty at a high level.
Small Losses Provide Future Gains
Retaining existing customers is actually one of the best strategies. To take a negative example; GSM companies today offer great deals to those who switch their lines to gain new customers. While they gain new customers through these offers, they also experience continuous losses because they do not offer the same deals to their existing customers. A line owner can switch their line to another company perhaps 3-4 times a year. Therefore, ensuring the loyalty of existing customers is as important as acquiring new customers. You must know that your customer has the right to exchange products they do not like. Refunds and product exchanges are also mandatory by law. At this point, instead of arguing with your customer, offering them positive alternatives will give that person a positive perspective towards your company. Even if you suffer a small loss from one person, you can gain new customers as a result of that person's recommendations. Therefore, even if the customer is not always right, making them feel like they are right will pay off in the long run.
