Like many of you, I've been amazed to watch customer service drop to all time low levels over the past 20 years. Back in the day when I was bagging groceries to cover my expenses, we were taught that the customer is always right. Always? Yep. Don't question it. Try that today. In fact, it's nearly the opposite where businesses somehow think they are right - no matter what.
Have businesses forgotten where their revenues come from? Here's a hint: the customer. OK, that was a big hint. But, walk into a retail establishment and it seems half the time one is left feeling they were a bother to the employees of the business. How dare a willing spender of cash think for a second that they are to be dealt with in a respectful, friendly and courteous manner!
And it isn't limited to the consumer market. Nope. Many corporations struggle with delivering meaningful exchanges with clients - that is, paying clients. It is amazing that one has to really dig around and look under a few layers before finding a business that really seems to care about their customers.
Could this be why so many businesses fail? Is the customer, in fact, always right? They may not be, but ignoring or mistreating them will surely cost you. Simply making them feel like they are always right will score points for your business.
Patty Seybold does a masterful job addressing this very issue in her book The Customer Revolution. Visit her blog for discussion points around creating great customer experiences, measure customer value and more.
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