Customers are always God in the insurance industry.

The earliest source of the phrase "the customer is always right" should be the Wal-Mart that built China's first store in Honghu, Shenzhen. A slogan can be seen prominently on its wall, Everyone who enters the store can see: "1. The customer is always right; 2. If the customer makes a mistake, please refer to the first item. Founder Sam Walton said: "In fact, customers can fire everyone in our company, they can just go and spend their money elsewhere." An important criterion for measuring the success of a company is to let people customer. ——"The degree of satisfaction of our God". Due to Wal-Mart's influence in the industry, this sentence spread all over the country for a time. So in many companies, "the customer is always right", "customer first", "Service first" and similar slogans are used by many companies as their purpose and appear in many companies' advertising creatives.

Due to my professional relationship, I once spoke to the middle and senior management of a mobile company. The leader conducted a questionnaire survey on service. One of the questions was "Do you think the customer is always right?" There were three answers: "Yes, not necessarily, and no". According to the collection and analysis, 75% of the managers. Choose "Not necessarily, No"

I have summarized the reasons they explained, mainly in the following five aspects:

1. Enterprises have to bear undue losses

If the customer is always right, then it will be reflected in the product. If some customers think there is a problem with the product, then based on this principle, they must return it and the company will lose. "If the company takes out. It is a good product, but customers say it is a shoddy product. Can we say that the customer is always right?

2. Do not accommodate difficult customers

Some customers are very difficult and always like He makes trouble out of nothing and likes to find faults with the company. "If the customer uses the product incorrectly, it is the customer's fault." “If a customer is deliberately ‘incorrect’, there is nothing the company can do about it. "We have to take different measures against those unruly and willful customers who are deliberately picky." "Enterprises must guard against customers with ulterior motives and cannot just accommodate them." ”

3. The customer’s point of view cannot influence the company

“Customer’s point of view is biased towards personal interests, and the company should not use the customer’s point of view to influence the company’s planning. “Enterprises and consumers should have a reciprocal relationship, and the correct handling of the relationship between enterprises and consumers should follow the principles of mutual trust and mutual respect. ”

4. It is impossible for a company to satisfy all customers

“Because customers have different needs, it is difficult to satisfy them all. "Companies cannot meet all the requirements of customers, so they can only say that customers are always right under certain conditions." "The premise is that the opinions raised by customers are correct, and we can achieve it through hard work." "Enterprises should improve product quality and provide good after-sales service to win the trust of customers, rather than unilaterally following the 'customer is always right' principle."

5. Make customers give up unreasonable demands

“For those customers who maliciously attack the company, the company fights back precisely to maintain the company’s image. “Our job is to try to get customers to give up their unreasonable demands. “Our customers should be educated to establish a correct consumption mindset. “Customers are God, but God also makes mistakes sometimes. “Consumers should also follow the laws of market economy. ”

We can see that there are many opinions on this issue, and the above analysis is correct. Maybe if we continue to investigate, we will get more answers. However, the purpose of our investigation is not to Identify how many people agree and how many people disagree.

“Huainan is called orange, and Huaibei is called orange.” Many excellent foreign ideas are always distorted when adopted by domestic companies. Slogans such as "The customer is always right" and "People-oriented" frequently appear in various texts of domestic companies. But apart from slogans hanging on the wall and endless training for front-line employees to serve customers, the company has not seen specific service measures being implemented. I don’t know when these vigorous service shows will calm down.

Purely copy and paste~~

Extended reading: How to buy insurance, which one is better, and step-by-step instructions to avoid these "pitfalls" of insurance