The customer is always right, how to understand this sentence?

There are no wrong customers, only wrong products, wrong services and wrong communication. Because the customer is always right.

In the sales world, there was once such a rule:

Article 1: The customer can never be wrong.

Article 2: If I find that the customer is wrong, I must have made a mistake.

Article 3: If I am not mistaken, it must be my fault that caused the customer to make a mistake.

Article 4: If the customer makes a mistake, as long as the customer does not admit his mistake, he is not wrong.

Article 5: If the customer does not admit his mistake and I still insist that he is at fault, then it is my fault.

Article 6: In short, customers can never be wrong. This sentence is absolutely right.

Article 7: Customers are never wrong. It is a big mistake to discuss whether customers are wrong.

This code illustrates a truth: the customer is always right. Many commercial service industries now adhere to this principle, and many companies have included slogans such as "the customer is always right", "customers first", "service first" and so on among their corporate purposes.

Slogans like this hang in many Wal-Mart stores:

(1) The customer is always right; (2) If the customer makes a mistake, please refer to the first item.

This is a vivid portrayal of Wal-Mart’s customer first principle. Some employees said with emotion, "It was Wal-Mart that made us realize for the first time that the customer is always right."

Wal-Mart was founded in 1962 by Mr. Sam Walton, a legend in the American retail industry. Founded in Arkansas. After more than 40 years of development, Wal-Mart has become the largest private employer in the United States and the largest retail chain in the world. One of the important reasons why Wal-Mart has developed so rapidly in just a few decades is that Wal-Mart has always regarded super-first-class service as its supreme responsibility.

In order to maximize the principle of "customer first", Walmart also implements a no-hesitate refund policy to ensure that every customer will never have to worry about anything. Wal-Mart has four return guidelines: (1) If the customer does not have a receipt - smile, return or refund the customer; (2) If you are not sure whether Wal-Mart sells such goods - smile, return or refund the customer; ( 3) If the product has been sold for more than one month - Smile, return or refund the customer; (4) If you suspect that the product has been used improperly - Smile, return or refund the customer. This concept of "the customer is always right" has enabled Wal-Mart to win good reputation among consumers and maintain its long-lasting competitiveness.

Hughes Chalmers faced one of the most embarrassing situations when he was the sales manager of the National Cash Register Company: the company's sales staff were unable to complete the sales quota, had no enthusiasm for work, and the sales staff were unable to complete the sales quota. Volume dropped significantly. Later, the situation became more serious, and the sales department had to convene a meeting of all sales staff. Sales staff from all over the United States were called to attend this meeting. Mr Chalmers chaired the meeting. First, he asked his best salespeople to stand up and ask them to explain why sales were down. After the salesmen whose names were called stood up one by one, they all had the same reason: today's customers are becoming more and more picky and difficult to serve. They always say that the product is not good even though it is clearly their fault. .

When the sixth salesman began to list the difficulties that prevented him from meeting his sales quota, Mr. Chalmers suddenly jumped on a table, raised his hands, and demanded silence. Then, he said: "Stop, I order the assembly to pause for 10 minutes and let me polish my leather shoes." Then he ordered a black worker sitting nearby to bring his shoe polishing tool box and asked The worker polished his leather shoes while he stood still on the table. The salesmen present were shocked. Some of them thought Mr. Chalmers had gone mad, and people began to whisper. At this moment, the little black worker polished his first shoe first, and then polished the other shoe. He polished it calmly, showing his first-class shoe polishing skills.

After polishing the leather shoes, Mr. Chalmers gave the little worker 1 cent and then made his speech. He said: "I want each of you to take a good look at this little worker. He has the privilege of shining shoes throughout our factory and office. His predecessor was a white boy, much younger than him.

Even though the company subsidizes the little white boy's salary of $5 a week and there are thousands of employees in the factory, he still cannot earn enough from this company to sustain his life. ”

“But now this little black boy can not only earn a pretty good income, he doesn’t need a salary subsidy from the company, he can also save a little money every week, and he and his predecessor’s jobs The environment is exactly the same, in the same factory, and the people working are exactly the same. "

"Now let me ask you a question, whose fault is that little white boy not getting more business? Is it his fault or the customer's? ”

The salesmen said loudly in unison: “Of course, it’s the little boy’s fault.” "

"Exactly. "I'm going to tell you now," replied Chalmers, "that you are selling cash registers in exactly the same situation as you were a year ago: in the same area, to the same people, and under the same business conditions." However, your sales results are not as good as a year ago. Whose fault is this? Is it your fault or the customer's fault? "

The same thunderous reply came: "Of course, it is our fault. "

"I am very happy that you can admit your mistakes frankly. Charms continued, "I'm going to tell you now. Your mistake is to put all the fault and responsibility on the customer, which affects your enthusiasm for work, so you don't work as hard as before. As long as you return to your sales areas and implement the concept of "the customer is always right" to the end, you will be able to sell more products. Are you willing to do this? ”

Everyone said “yes”, and it turned out to be true. The various excuses they had emphasized: Today’s customers are becoming more and more picky and difficult to serve. It is obviously their fault, but they are always wrong. The reasons for saying that the product is not good have all disappeared, as if they did not exist at all.

Customers are the source of the company's wealth, and the company is the source of food and clothing for the sales staff. If it loses customers, what will happen to the company? How can salespeople gain a foothold? Therefore, salespeople must have a deeper understanding of the concept of "the customer is always right" and implement it in every detail of their work. At the same time, they must also cultivate "It's all my fault." The highest state of mind: "It is my fault that the customer refuses, because I lack sales skills; because I am not foreseeable; because I cannot provide good services to customers...", and draw lessons for sales failure.

Not only that, sales staff must also deeply explore the needs of customers and find ways to satisfy them. Only in this way can they take advantage of the market, stay ahead of their competitors, and dominate the market.

There is a saying. Jargon: The customer is God. "God" is always right, so don't argue with "God" because if you offend a customer, you may lose a group of consumers. , sales staff must regard this sentence as the prerequisite for all work.