Seth Godin, author of the several books on marketing including The Purple Cow has an interesting take on his blog today about this age old adage. We all live and die by our customers but how do we handle our problem customers? Particularly ones like these: "What if the customer is an amnesiac, a jerk, a difficult blowhard badmouther? What if the customer is the sort that wears his LL Bean khakis for a year and then sends them back?" This has been a problem for business for years. Most companies want to provide great service for all their customers but sometimes it just isn't possible. Seth's solution is: "If the customer is wrong, they're not your customer any more. In other words, if it's not worth making the customer right, fire them." I completely agree with this sentiment. I would add that by doing this you will be able to provide better customer service to your good customers. If you are interested read the complete post.
The Customer is Always Right
This entry was posted on April 28, 2006.