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Is the Customer Always Right?


Consumers and company owners alike are familiar with one of the most well-known sayings in business: the customer is always right. This saying has been used for years on end. It is most often attributed to the Marshall Field’s Department Store (which later became Macy’s), and Harry Gordon Selfridge who worked for Field at the turn of the 20th century and later founded Selfridges, a high-end department store. These two individuals clearly experienced profound business success, which goes to suggest that perhaps there might be some truth or worth in the old saying as a rule to go by. But what does this phrase actually mean and does it ring true in the modern day commercial field? Here’s everything you need to know.

What Does “The Customer is Always Right” Actually Mean?

“The customer is always right” generally suggests that whatever the customer says goes. After all, they’re the one who has final control over the completion of a sale and the turnover of a business’ profit. It’s fairly clever. Think about it. If a business declares that the customer is always, consumers are more likely to believe that they will receive high-end, high-quality service when shopping with said company. It also encourages staff members to offer the best customer service possible, doing everything in their power to meet customer needs and achieve reports of customer satisfaction.

Does This Ring True?

Now, there are varied opinions on whether this is the best approach to take towards running a business. After all, nobody is ever truly “always right”. Here are the main arguments for and against implementing this ideology to your own company and the way that it is managed and run.

The Customer Is Always Right

You can learn a whole lot from your customers. After all, they are the individuals purchasing what you’re putting out there on the market. One area where customers are almost always right is demand. You need to take a look at what your customers want and cater to their wishes. This is why market research and customer feedback are so important! These are two methods of directly interacting with your potential customers and existing customers alike. By understanding what they’re looking for in products and services, you can tick all of their boxes, which means that they will be much more likely to invest in what you have to offer. Feedback following their purchase and experience with your company also allows you to make changes to your current practice, constantly improving your brand and what it is putting out there into the consumer market! Never underestimate the value of your customers’ opinions and suggestions.

The Customer Isn’t Always Right

Nowadays, customers tend to be a bit more savvy with the business process. You no longer need to be a business owner to know the tricks of the trade. Think about it: anyone can read up on business practice and process, learning what extremes companies will go to in order to maintain a contented and loyal customer base. More abrasive customers will actively use this to their advantage, purposefully complaining and feigning dissatisfaction as they know that by doing so they can get something for nothing. This isn’t all too surprising. After all, if someone knows that they can make use of a service and then receive it for free at a discounted rate simply by uttering a complaint, then a whole lot of people will give it a go. Sure, this isn’t exactly moral. But there are plenty of people out there who want something for nothing and will take advantage. If your company’s policies are too lax or lenient, they will be abused. Sometimes it may actually prove more beneficial for you to put your foot down and lose a customer who isn’t actually bringing much profit to you than to pander to their demands and hand over your wares for free. Certain people cannot be pleased, no matter how much time or effort you put into making things good for them. That or they will be pleased but won’t express their contentment for their own benefit. You should also prioritise good staff members. Demanding or abrasive customers may talk down to your staff or act in an aggressive or inappropriate manner. To suggest that the customer is always right would be to condone this kind of behaviour and marginalise your staff members who work hard to keep your company and brand afloat. Instead, weigh up each situation individually and determine the best outcome on the facts at hand. It is always best to be fair.

As you can see, there isn’t a clear “yes” or “no” answer to the customer always being right debate. The key to success is to take each case individually, assessing it and making an informed decision each time.

Ever Wonder What Your Customers Wish You Knew?


It’d be great if we could read minds but, unfortunately, that just isn’t possible. But whose mind would you read first if you had the chance? Hopefully, you’d jump at the chance to be able to read your customers’ minds. After all, if you are able to offer them everything that they want, then you can guarantee their loyal custom for years to come.

Reading your customers’ minds is impossible, but if you’ve ever wondered what your customers wish you knew, you should keep reading. We’ve done some research and have uncovered some wishes from the general public.

Quality Is More Important Than Speed

When it comes to the products that they buy, the majority of consumers agree that the quality is a lot more important than speed. Sure, it’s nice to get a product delivered to your door the day after you order it, but if it isn’t up to scratch then there is a high chance that it will be sent back. So, to make sure you don’t have to give out too many refunds, you should always prioritize quality over speed. Slightly increase your delivery times if it means you can improve the quality of your products.

They Have A Short Attention Span

Your customers might not want to admit it, but they don’t have particularly long attention spans. Not when it comes to deciding which company to do business with anyway. So, you shouldn’t overload your website with too much content. Otherwise, you might end up compromising on the overall user experience of your website. Keep content slick and concise so that you get all the information you need in it, and so it doesn’t overwhelm your customers when they visit your site.

Customers Love Things That Are Personalized

Did you know that customers absolutely love personalized products and services? It’s true! In fact, a few different research groups and studies have shown that most customers are will to pay as much as 25% more for products and services that are personalized. So, it really is worth trying to see if there are any ways you can personalize your products. This doesn’t mean writing names on all the things you sell – if your customer service team use a customer’s first name when addressing them, then you should find that this personal service goes down very well.

They Want To Hear Stories

Customers are very bored of traditional marketing strategies and advertising campaigns. I’m sure you are as well! However, there is a current trend for telling stories through advertising. That means setting up a large-scale advertising campaign in which each individual advert makes up a larger story. A story can hold the public’s attention much better, and they will feel a lot more involved with the campaign in general.

So, as you can see, there is plenty that your customers wish you knew. Hopefully, if you take advantage of the above points, your business will reach more of the public and can vastly increase your client and customer base.

StrategyDriven Entrepreneurship Article

Tips For Running A Smoother Business

StrategyDriven Entrepreneurship Article
Trying to manage a business without a strategy is an approach that simply doesn’t work. You have to have people, processes and plans in place that show exactly where you’re going and how you’re going to get there. It’s not a good idea to go into building a company blindly with hopes for what may happen.

If you’re struggling to keep your business afloat, for whatever reason, don’t give up before trying a few different solutions that may help you get back on track. The great news about having a rocky company is that there are opportunity and the ability to fix it. See tips for running a smoother business.

Have A Business Plan in Place

Sit down with your business partners and come up with a detailed business plan for your company. Look at immediate growth and where you see yourselves years down the road. Consider the various departments and what resources you’re going to need for each of the different areas. Be specific and work out the kinks on the spot, so they don’t emerge at a later date when you’re least expecting it.

Find A Reliable IT Solution

IT is super important when it comes to managing and running a business smoothly. Technology is the backbone of all you do, and you need it to work properly at all times. Choose a company based on their talent and track record, like Custard Technical Services, so that you’re confident they’ll deliver on their promise. Pick a partner who will help you become more dynamic, productive, secure and future-proof, through innovative IT solutions for your business problems.

Hire Smart

Your people are what’s going to make or break you in the long run. Avoid hiring quickly to fill voids. Take your time and do it right the first time, which will save you more money over time. Put a human resources department in place who’s going to help you succeed and fill the open roles appropriately. You need competent employees who work hard and know what questions to ask. Hiring the right people will make your life easier, the business run smoother and clients more satisfied.

Focus on Customer Relationships

You need to have a customer relationship management solution in place, so no one’s getting left behind or forgotten about. Have processes in place that new hires can follow and quickly understand how you work with clients and what the sales and onboarding process looks like. Clients should be your number one focus, and your business will have no choice but to run smoother and with fewer problems. You have to make it a part of the culture, so that no matter who’s interacting with the customer, they know what to do and say to help.

Conclusion

Your business won’t function properly on its own. You have to be willing to put in the hard work it takes to make it better. It’s all about processes, systems and implementing solutions. These are tips for running a smoother business.

StrategyDriven Marketing and Sales Article

How to Make Your Shipping Parcels Look More Professional

StrategyDriven Marketing and Sales ArticleWhen sending out packages to clients and customers, you want each shipment to bear the name of your company in a neat and professional manner. In fact, your shipping parcels need to make it obvious that they are coming from the same place. You can make professional shipping practices into a habit by utilizing shipping labels. Make your shipping labels look uniform and crisp by using a bold font, high quality envelopes and closing your envelopes neatly.

Why Your Company Needs to Print Each Shipping Label

A hastily written shipping label is not very legible, which could lead to delivery delays. If the delivery person can’t read the zip code or make out the name of the intended recipient your shipments may end up getting returned and being marked as undeliverable. Time is crucial when shipping parcels to customers, business partners, and vendors. If you want them to have a professional impression of your place of business, you need to have each shipping label printed up neatly which you can do if you buy a printer and a shipping label set.

Ensure that your labels have your company name and address as well as the name and address of the recipient printed out and aligned prior to sending your packages.

Envelopes Count When Shipping Parcels

The envelopes your company uses to send parcels help to keep the contents of each package intact and undisturbed. Not all of your shipments are going to be made up of papers. If your company is sending a package that is fragile, use padded envelopes that won’t tear or easily be compromised. All shipping boxes and envelopes also need to be thick so that their contents aren’t visible from the outside. Include packing peanuts for added security if you think that the items inside of your shipments may shake or move around in transit.

Professional Methods for Securing Envelopes

There should be a strong security tab for securing envelopes when sending out parcels professionally. In other words, you may want to avoid using the type of envelopes that you moisten and apply pressure to close the tab. Use envelopes that peel and stick so your recipient will know if it has been tampered with prior to delivery. You can also use security tape to ensure that your parcels are never opened before they get to their destination. If your company is sending out confidential papers or packages that are private in nature, your shipping methods can help to deter tampering.

When parcels that come from your company arrive looking professional and completely intact, your clients will easily identify all of the efforts taken to safeguard their mailings. Professional mailing efforts will also enable you to track packages and learn when a shipment has been diverted. Start with neatly printed labels and your workers can confirm that they have included the correct shipping information prior to dropping off packages to be delivered.

Use the best quality envelopes and package all parcels appropriately and they will arrive on time to the designated party. Your customers will make more purchases knowing that their shipments always arrive securely and professionally packaged.

StrategyDriven Cusstomer Relationship Management Article

The Only Guide You Need For Creating Strong Customer Relationships

Creating strong customer relationships is positively key if you’re going to keep them for the long run. If you don’t mind whether they run off to your competitors, go ahead and leave this article. If you want to make sure that your customers love you and stay with you for the foreseeable future, then you need to know how to create a strong customer relationship. Read on to figure out how you can go about this!

StrategyDriven Cusstomer Relationship Management Article
Photo courtesy of Pexels

Be Honest About What You Can Do

If you’re not honest with your customers about what you can do, you’ll likely tarnish your reputation in the process. You might really want to do what they’ve asked of you, but if you know that you can’t or it won’t be very good, just be honest about it. They’ll respect you far more and you may even be able to come up with a solution. Always be as honest and authentic as possible.

Go Above And Beyond Expectations

Make sure that in every customer interaction you have, you go above and beyond their expectations. Doing more than they expect will make them remember you and come back to you again and again. Look at what your competitors do and figure out what you can do that will set you apart. Always aim to offer incredible value for money, unrivalled customer support, speedy delivery, and other things that will make you stand out.

Keep Things Lighthearted

Keep things lighthearted with your customers and they’ll feel more ready to open up to you about what they need. If they feel you are rude, indifferent, or unhelpful, they’re going to go somewhere else and ask questions. Be as helpful and happy as you can.

Learn As Much About Them As Possible

Learning as much about your customers as possible is important. After all; each one is individual – they are far more than just a number. You can learn about them in various ways, and there’s even software you can get that tracks the visitors who come to your site and gives you information about them so you can start building a strong relationship right away. One option is visual visitor. But is visual visitor worth signing up for? You do your research and decide!

Email Marketing

If you’ve met a few potential clients recently, perhaps at a conference or expo, you need to make sure they remember you. Often, no matter how friendly you are, they won’t remember you or what you do right from the get-go. Make sure you follow up after a meeting immediately, so that you stick in their minds. Personalize your emails to them if possible. Remember though; people are rarely ready for what you have to offer when you first meet them. This is why getting their emails and giving free insight is a great way to stick around in their brains for when the right time comes.

Remember that happy, loyal, engaged customers will be the best free marketing you will get. They will become like sales people for you, raving about your business and making sure everybody knows what they think. Make sure you use these tips to build strong customer relationships and you’ll create exactly this for your business!