Do You Believe The Customer Is Always Right?

 
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Old 06-15-2009, 04:39 PM   #41
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Re: Do You Believe The Customer Is Always Right?


The customer is always right...

First, there is a history behind this phrase.

The term was phrased around the beginning of the 20th century. Marshal Field of Marshal Fields department store and Gordon Selfridge founder of London's Selfridges store were the two men who coined the phrase.

They did not mean for the phrase to be taken literally, the idea was to make the customer feel special by training their employees to act as if the customer is always right.

Although these men get to take credit for the phrase which graces this topic they are not the ones who came up with the idea behind the phrase. In other words the phrase is a result of the idea. = )

Who thought up the idea?

Cesar Ritz, a french hotel owner is credited with saying, "Le client n'a jamais tort" The customer is never wrong.

Today we think of this phrase as a way to keep from being literally blackmailed by clients who are trying to get one over on the business owner. The fear of bad publicity, and all the other myriad ways a person can bash a business today keeps us acting like the customer is always right under any circumstance.

Does this make sense to you guys? I hope so, but it does to me. lol

I have never heard the phrased used when the topic of a business was in a positive light. The topic was always reflecting some negative aspect of the business.

Only unreasonable people think the customer is always right and only unreasonable clients think they are always right.
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Old 06-15-2009, 05:32 PM   #42
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Re: Do You Believe The Customer Is Always Right?


Cesar also went on to found the Ritz hotel chain and another popular saying and song came about because of the Ritz Hotel treatment.

"Putting on the Ritz", although Cesar didn't come up with that.
As was said, saying the (customer is always right) can be a warmup to better negotiation if there is an issue, but should not be taken literally.
I would not let that influence my right to earn a living or to allow unreasonable demands on my services.
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Old 06-15-2009, 06:34 PM   #43
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Re: Do You Believe The Customer Is Always Right?


The customer is always right means to me:

Within reasonable limits, if something that I did for them (installation, etc.) is not up to their expectations, I will make it right. That's why clear and precise communication must be established and is soo important. Now this doesn't mean just any and every thing that they complain about is going to get addressed.

Sometimes they just nitpick--either you got done too fast or they want a reduction in the final bill. It is up to me to distinguish what the real reason is...

If the customer is always right- then ultimately, you lose control of your biz..

Just my 2 pennies...
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Old 06-17-2009, 08:55 AM   #44
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Re: Do You Believe The Customer Is Always Right?


A lot of people don't discern the difference between customer service and customer relations..
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Old 04-21-2015, 10:42 PM   #45
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Re: Do You Believe The Customer Is Always Right?


Businesses that say the customer is always right are usually selling a $2 item,like a hamburger. And they sell like 50 million a year. When you are talking about an excellent Job, 45,000 owed, and some one being ridiculous ....no they aren't always right. It is important to understand their viewpoint and respect their feelings . Its also important to provide for your family and stay in business....one reason is so you can warranty their job.
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Old 05-02-2015, 02:51 PM   #46
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Re: Do You Believe The Customer Is Always Right?


No! In fact there are a lot of crazy people out there.

I did one job though where I thought the customer had a point

A painter brought his dog to work, he was the owner of his paint company.

The HO also had a dog.

The painters dog and the HO dog started fighting, so the painter grabbed his dog by the tail and then started to boot the HO dog in the chest really hard. lol

I think the painter could have offered better service, but that's just my opinion.
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Old 05-02-2015, 02:54 PM   #47
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Re: Do You Believe The Customer Is Always Right?


I did a job for a women and it ended up in a disagreement over the final payment.

The women punched me in the chest and started screaming at me.

I found it hard to think of her as being right.
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Old 05-02-2015, 04:51 PM   #48
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Re: Do You Believe The Customer Is Always Right?


I believe the customer is always "The Customer".
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Old 05-02-2015, 11:12 PM   #49
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Re: Do You Believe The Customer Is Always Right?


First, thank all of you guys for laying it out there. At times, I think I'm the only guy who gets these difficult customers, 3rd party input and screwy situations . Like all of you , I work hard to create an environment where they are confident, relaxed and yet free to provide input into what they are paying me and my guys to do.
The ones that blindside you, like Mikes tile layout whiz, can really knock you off balance . One reason is you get put on the spot, with no time to think, defending something that's no even wrong. Having done tile for nearly 2 decades, layout is really job specific and and often there are several good options on the same job, especially floors.
One thing I have noticed is clients under 40 are my worst demographic....not seasoned in life and the remodel puts more financial strain i think are a couple of reasons .
One other thing, one or two ridiculous people make you completely forget the good ones.
I have stopped and asked someone ...." Before we go further, I want to make sure you want us to do this as much as we do ".
And I ve had a few cases where I just stopped .
Customers aren't always right, home remodel shows aren't helping either. What matters to me is can they be reasonable, fair and understanding . We work hard, risk our personal safety, take on a lot of liability , and are often looked down on by our society, hence the shortage of tradespeople. What we do is honorable, important , and makes homes safer, more valuable and customers lives better. Be assertive in a good way, and be proud to call yourself a contractor. I am . And I respect all of you guys for working hard, doing awesome work and making it happen. Andy Gullion
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Old 05-04-2015, 03:44 PM   #50
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Re: Do You Believe The Customer Is Always Right?


Quote:
Originally Posted by AGullion View Post
First, thank all of you guys for laying it out there. At times, I think I'm the only guy who gets these difficult customers, 3rd party input and screwy situations . Like all of you , I work hard to create an environment where they are confident, relaxed and yet free to provide input into what they are paying me and my guys to do.
The ones that blindside you, like Mikes tile layout whiz, can really knock you off balance . One reason is you get put on the spot, with no time to think, defending something that's no even wrong. Having done tile for nearly 2 decades, layout is really job specific and and often there are several good options on the same job, especially floors.
One thing I have noticed is clients under 40 are my worst demographic....not seasoned in life and the remodel puts more financial strain i think are a couple of reasons .
One other thing, one or two ridiculous people make you completely forget the good ones.
I have stopped and asked someone ...." Before we go further, I want to make sure you want us to do this as much as we do ".
And I ve had a few cases where I just stopped .
Customers aren't always right, home remodel shows aren't helping either. What matters to me is can they be reasonable, fair and understanding . We work hard, risk our personal safety, take on a lot of liability , and are often looked down on by our society, hence the shortage of tradespeople. What we do is honorable, important , and makes homes safer, more valuable and customers lives better. Be assertive in a good way, and be proud to call yourself a contractor. I am . And I respect all of you guys for working hard, doing awesome work and making it happen. Andy Gullion
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Some customers suck, it's a part of the job. Learning how to overcome obstacles and come together with your customer's is what's important.

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