How to understand that the guest is always right

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The customer is always right "is regarded as the golden rule of the service industry, but when you walk into the shopping mall and ask the shop assistant, do you think the customer is always right? Most of the answers are negative. The Internet conducted a questionnaire survey on the service of the middle and senior leaders of a company. One of the questions was "Do you think the customer is always right?" There were three choices of "yes, not necessarily, no", and 75% of the people answered "not necessarily, no", which fully showed that "the customer is always right" was just a slogan, staying on the wall of the enterprise and on the lips of employees. If the leaders of enterprises just pay lip service and don't think that "the customer is always right", it will definitely affect the salespeople. Ideas determine behavior, and behavior determines results. Logically speaking, the sentence "the customer is always right" is wrong. "The customer is always right" is a philosophical problem, and any problem is not absolute, so we can't simply emphasize it, otherwise many specific problems encountered by salespeople will not be explained. In fact, customers are often wrong, but why do you say "customers are always right?" Let's analyze the process and results first. There is a story:

One afternoon when White was 12 years old, she was cleaning the floor in her father's furniture store when an elderly woman came in. White asked her father if I could receive her. The father replied, "It's up to you!"

"what can I do for you?" "Oh, that's right. I bought a sofa in your shop before, but now one of its legs has fallen off. I want to know, when can you fix it for me? "

"when did you buy it?"

"About 1 years."

White told her father that this customer wants us to repair the old sofa she bought 1 years ago for free. Father told White to tell her that he would go to her house to repair the sofa in the afternoon.

White and his father changed a leg for the old woman's sofa and left. On the way home, White said nothing. Father asked, "What's the matter? Why are you unhappy?"

"You know in your heart that I want to go to college. However, if we always go all the way to repair sofas for free, how much money can we earn in the end? "

"Don't think like this, you have to respect your customers. Besides, it won't do you any harm to learn to do some repairs. Besides, you missed the most important detail today. Did you notice the label on the sofa after we turned it over? In fact, this sofa is not sold in our store, but bought from Sears Furniture Store. "

"You mean, we repair the sofa for her for free, and she is not our customer at all?"

My father looked White in the eye and said solemnly, "No! Now she is our customer. "

Two days later, the old woman came again. This time she bought thousands of dollars worth of new furniture from White's father's rhyme shop.

Today, White has worked in the sales industry for more than 3 years. He has been acting as a sales agent for different companies, and White's sales performance is always the best.

As far as this matter is concerned, it is obvious that the customer is wrong. The owner of the sofa shop can confidently explain the situation and refuse to repair the sofa for the old woman. If so, can it be said that the owner of the sofa shop is wrong? But he didn't do that. He didn't even tell the truth to the old lady while repairing the sofa for the customers. Imagine, when the customer is wrong, you argue and make the customer speechless. Even if the customer realizes that it is his own mistake, will he feel comfortable? If you are unhappy in your heart, you won't come again. As a result, you will be right again, and you will eventually lose customers, which is contrary to the ultimate goal of shopping malls-to obtain economic benefits by creating customers; On the contrary, with the attitude of respecting customers and the concept of "customers are always right", it is consistent with the ultimate goal of shopping malls to handle all the problems encountered by customers in an understanding way, and even take the initiative to take over the responsibility to satisfy every customer. Two different ideas can lead to diametrically opposite results.

from the analysis of the above process and results, we can draw such a dialectical conclusion: the way employees solve problems should be consistent with the expectation that customers will always be right → do everything possible to satisfy customers → win customers → create benefits → customers sometimes make mistakes → argue with each other → lose customers → lose benefits; if it is inconsistent, it is a mistake. Therefore, in dealing with specific problems, it seems that customers' mistakes are handled correctly by employees, but from a macro perspective, the final result is wrong. This is the contradiction of things-"there is a mistake in right and a right in wrong".

The dictionary defines the word "customer" as: a store or a service industry treats people who come to buy things or ask for services. According to this definition, some people can't be called customers, such as: deliberately damaging goods to seek compensation, spending with stolen bank cards, deliberately putting foreign objects in the food in restaurants and eating "overlord meals", etc. They subjectively aim at improper possession. These people can't bring benefits to enterprises, but will bring serious damage. They must not be kind to these people! The customers we refer to should be well-intentioned subjectively, but because of their different interests and different perspectives on things, their understanding of the same thing is divided, and some customers even have extreme words and deeds. When dealing with contradictions with customers, salespeople should be tolerant and rarely confused, not being serious, or even settling for perfection. Some enterprises have set up a "grievance award" to reward those service personnel who can "repay evil with good" from the overall and long-term interests of the enterprise when there is a contradiction with customers. The establishment of the "grievance award" shows that both enterprise leaders and employees believe that the customer is wrong in the incident itself, but from the fundamental interests of the enterprise, the customer is always right.