There are some slogans and sayings we learn at a very young age that frankly aren’t completely true. Every adult has heard a child say something like, “You can’t make me. It’s a free country.” In business one of these not-quite-true adages is, “The customer is always right.”
Of course, the idea behind this teaching is that you should relate to all customers as if they are right. The rub comes when you run into a customer who is obviously wrong. And, then what do you do? Especially when you can’t find a solution to make the situation “right.”
Let me give a quick disclaimer before we go further: Occasionally there are customers who you will want to “fire.” Fortunately, there aren’t many and I’ll briefly discuss how to handle them in a moment. But let’s start at the beginning of the process.
In every customer interaction, you want to keep your desired end result in mind. That result is that the next time the customer needs whatever it is that you sell, they will come back to you. In other words, finish strong.
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