Drug testing

Who Says the Customer is Always Right?

We all know the old adage, "The Customer is Always Right." If you are an online business owner or offline for that matter, you are on both sides of the subject almost everyday.

Before I started my online business, I was just on one side... the customer. I whole-heartedly believed in the above adage and never questioned it at all. In fact, I would get rather perturbed at ANY business owner, manager, or supervisor that would disagree with any complaint I had.

When I started my own online business back in 1997, I slowly began to learn the "other side."

My business products are all downloadable. If your business includes downloaded material, you know where I'm going with this one. I get NUMEROUS complaints EVERYDAY about usernames and passwords not working, corrupt downloads, and the big one... "I can't open the download." Now I always reply in a very helpful gesture, but my first question is always, "Are you entering the username and password exactly as shown?" This seems to be one of the "biggies" with newbies. They do not understand "case-sensitive" -- heck -- they don't even know what that means!

But it doesn't matter HOW simple I make the instructions and overall download process, I STILL get these everyday. I am accused of being a "scammer" at least 4 - 5 times a week... and that's on a GOOD week! :o)

The whole point of the above example is NOT that customers are wrong -- that's not the problem at all. Many of them are very new to the internet and sadly, they do not read through the directions most of the time. I have found that I basically have to put myself back into the "newbie" frame of mind -- as hard as that is to do! I don't remember NOT knowing how to download, enter case-sensitive passwords, etc.

You MUST try to understand that customer... at the point of contact, whether by email or phone, they have probably sat there for HOURS trying to figure it out. They are irritated, angry, and they've pretty much decided at that point that you scammed them.

Yes, it's irritating getting these "dumb" questions and emails even when you have them broken down so simply in the instructions. But face it, you're going to get them and you will get them often as more and more climb on the "web wagon."

When I get a very insulting email (yes, I HAVE been called the "B-word," the "MF-word," and recently a new one that I have never heard before... it was quite disgusting), I do not answer it immediately. I let my initial anger subside. When I can read through it and giggle... it's time to answer. I find that 80 - 90% of the time, the customer is VERY embarrassed of their initial email by the time I have helped them courteously through their problems.

I had to learn this process through time. Believe me... I am a VERY sensitive person and I used to take these to heart. It HURT! I had to revert back to my "customer side" as well as the "newbie" frame of mind and do my best to understand the person's anger.

One angry customer can lead to thousands if not millions in lost business revenue! Especially on the internet. That one customer tells one friend who in turn tells another and so on a so forth. You COULD get a real "psycho" customer that decides to start a website all about YOUR company and YOUR poor service or product.

Watch that one spread like a virus! :o)

On the other hand, exercise great customer service (get those emails answered within 24 hours, folks) and watch the *praise* of your company spread! I guarantee that you just GAINED thousands in sales!

MOST importantly remember these three things:

** LOVE YOUR CUSTOMER

** UNDERSTAND YOUR CUSTOMER

** VALUE YOUR CUSTOMER

You are NOTHING without them. Treat them like gold and you will RECEIVE gold in return!

Diane C. Hughes * ProBizTips.com

FREE Report: Amazingly Simple (Yet Super Powerful) Ways To Skyrocket Your Sales And Build Your Business Into A Tower of Profits! ==>> http://madmarketer.com/diane

limousine chicago service
In The News:

Modern Call Center Solutions - Keeping in Touch is the Key

Call center solutions solve a range of age-old problems. As... Read More

We Sell For Less and Our Stores Are a Mess!

What kind of image do you present when marketing your... Read More

Reducing Customer Resistance to Your Product or Service

Resistance has to do with putting up blocks that prevent... Read More

Whats The Customer Service Buzz About Your Business?

If you're a regular reader of my column you know... Read More

The Reality of Customer Service in America and Best Efforts in Franchising, We Can Do Better

Yesterday I went to buy a sandwich at a franchised... Read More

Making Customer Satisfaction Surveys Work

Why bother? Good customer service is the life blood of... Read More

Minimize The Pain of Check Recovery

$350 million in bad checks are written each and every... Read More

Putting The Service Back In Customer Service

The future of customer service is here. Technology has made... Read More

Improving Customer Service

Improving customer service starts at the top - with us... Read More

The Marvelous World of Metaphors

Recognize metaphors from every angle and round up more insight... Read More

Stand Out in Business the Write Way

When was the last time you received a handwritten note... Read More

What Every Employee Should Know About Putting Positive Phrases Into Customer Service

If you were a customer on the telephone with a... Read More

Restaurant Owners ? How Important are People Skills?

You are serving great food. Your establishment is new, spotless... Read More

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

Renewing Customer Loyalty

Every business loses customers, but not many do much about... Read More

Listen to Suggestions

If you are up to your ears in a stressful... Read More

Difficult Customers - Theres No Such Thing

A couple of years ago I had a call from... Read More

It?s Customer Service Stupid: Delivering Customer Service Training That Sticks

"Society is always taken by surprise at any new example... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse.... Read More

I Wont Tell My Lawyer but I Will Tell You

A general counsel of a large international consulting firm told... Read More

Say It With Humor

When you own a business, you may find yourself in... Read More

Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust

Remember trading stamps? If you're over 40, chances are you... Read More

Boomerang Customers- What You Might NOT Think Brings Them Back!

With all of the calendars and PDA's and lists I... Read More

What To Do When Youve Blown It

It's bound to happen sooner or later ? yes, even... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

induction high bay led street light manufacturers Pete's produce ..