When the Customer is Not Always Right
In the field of business, we are always being reminded on one important motto. The customer is always right. As a customer, we are using this saying to get what we need in a product or a service. Product manufacturers are doing their best to meet our requirements because they know we can easily move to their competitors. Most of the times, we add pressure to them. Therefore, customers control the system.
But what if you’re the product manufacturer or an Internet marketer? What is more important to you, profit or profit with good reputation? I agree that customers are the most important people in any business, but it does not mean that they are always right. However, the question is when they are not.
Here is an interesting example. You have a growing online business while building a good reputation. You are selling high quality products, and you are using the right marketing strategy for you. Thus, it did not take you long to find potential customers. You began to receive a lot of orders, and they are increasing rapidly. Now, you can almost see that you will be making good money continuously.
But one day, a potential customer likes his orders to be sent immediately and obviously, you will also make more money. However, the target date is very much impossible and you’re sure you will be sacrificing the quality of your product. Then, you requested your client to adjust the delivery date but you were denied. If you were on that position, what do you think is the next smartest thing to do?
Well, negotiate with him properly. Tell your client the truth that you can still make it, but will somehow affect the quality. If he agrees, then you must not. Why? This is because the bad effect will be more on your part. If your client will receive customer complaints, he can easily get back to you. He may lose some credibility, but you lost twice than him. You lost him, and your credibility.
Again, customers are the most important people but it does not mean that they are always right. It’s fine to lose one customer than to lose the succeeding ones. It’s fine that he tells everybody that you cannot serve him, simply because you are more concern with quality. In the end, maybe he is just testing how much you care for quality. After all, all right customers are the ones who love high quality products.
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