The Customer is Always Right (Really?!)
“There are two essential rules to management. One, the customer is always right; and two, they must be punished for their arrogance” - Dogbert, from Scott Adams’ “Dilbert” comics
You’ve probably heard the phrase “The customer is always right”, as in the retail world it is second only in popularity to “If you break it, it’s considered sold.” But is this statement repeated because it’s always true?
Your ‘customer’ doesn’t necessarily have to be a client of your company or business. He or she could even be a supervisor or a colleague. In a broader sense, a ‘customer’ is someone that has to check the quality of your work or performance, and their impression of these things directly affects your standing.
(Of course, anyone who checks your work when they really have no purpose to do so is just being an intrusive jerk.)
Anyway, the truth is, customer can be wrong. Or worse, they can be really, really wrong.
Sometimes a customer can do any of these ‘wrong’ things:
- Micromanages your project. Even if they have no idea what they’re doing.
- Becomes indecisive.
- Takes up more of your time than they should. (And you end up not spending enough time on the project.)
- Has bad taste. Or worse, no taste at all.
So if they’re wrong, what’s all this business about ‘the customer is always right’?
It’s not about them being right per se. It’s about you treating them right.
How do you treat them right?
- See things from their perspective. They might just be unfamiliar or intimidated by your field of work, so they aren’t easily aware of your working conditions.
- Let them know that what you’re doing is what you believe is best for them. And back this up with data or previous experience, if you can.
- If they have any ‘bad taste’ ideas, simply tell them that this detail isn’t something they should channel their energies on right now, as sales/marketing/whatever else is the most pressing issue at hand.
The customer may not always be right, but they wouldn’t want to hear that they’re wrong. They’d like to hear will do to make things right.
Ever had a difficult client or supervisor? How did you deal? Did you just let them have their way or did you help them trust your knowledge and expertise?
Image credit: Photo by Billy Alexander from stock.xchng
