Maybe we should add; " Rule #3. Let the customer win the small ones." Keep the income rolling in instead of sending the customer down the road. I might be "confused, misinformed, ignorant. unreasonable and out of line, but I'm spending the $$. So what we have here is company has to decide if I'm worth the trouble I am causing you. I want to collect on the warranty that's owed to me. It doesn't matter what is fair, it matters what I think is fair. Too many folks working in service business fail to realize the value of a customer and underestimate the cost of getting new business.
I say to company, "Go ahead and hassle me. Put the screws to the old, tired and lazy phraze. I'll take me $$ and spend them down the street."
Cheers.....Coffeeman
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I say to company, "Go ahead and hassle me. Put the screws to the old, tired and lazy phraze. I'll take me $$ and spend them down the street."
Cheers.....Coffeeman
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JoeinTX said:"Originally Posted by SkyPup
Successful Sales and Service Rule #1 - The customer is always right.
Successful Sales and Service Rule #2 - The customer is wrong....see Rule #1."
I'm glad that someone has the guts to put the screws to this old, tired, lazy phrase.
The customer is NOT always right. Many times they are confused, misinformed, ignorant, unreasonable, and completely out of line. Unfortunately, too many times this old line is misunderstood today to mean that good customer service means that the customer gets whatever they want.......regardless. But, hehe, many times the customer expects far too much and isn't worth the loss to be perfectly honest.
I work in a service industry where warranties and claims and cost/benefit is a daily staple and quite honestly it's often not worth the time, effort, and money to give someone what they believe is "fair"....which most often translates into "give me whatever I want for free or I'll cancel".......well, go ahead and cancel as doing what it takes to please you is a net loss to the company which you soon won't make up.
Sorry to "go off" on this, but this whole subject boils my blood. I am a reasonable individual who accepts risk and loss with any action or transaction. I do not require baby-ing or a silk gloves when conducting business. I expect nothing for free. But, too many today do in fact expect and demand these very things and assume zero responsibility on their own. And, hey, it's not just the modern generations who do this either, no. I find much the same with the older folks who feel "entitled" to things because of their age. Likewise, I run into younger who are fine customers and never complain. Go figure, eh?
Whew.......done now![]()