The Customer is always Right!!
This is an old saying which goes back many decades, and today it is probably more relevant.
There have been comments, in the press and media recently, about customer service in these economically challenging times, or should I say the lack of it.
When I first started in sales, to many years ago, the trainer who was delivering the course, emphasised on us that the customer in never wrong, then proceeded to add misinformed, mistaken, mislead but never wrong. At the time you do not take too much notice, but as I gained experience in the field I realised that this statement in right.
The quickest way to lose a potential or existing customer is to tell them they are wrong.
You need to phrase your questioning in such a way to lead them into a pattern of thought that gets them to review their choice, such as ‘What was your criteria for choosing that product?’
Not too long back I needed some more special connectors for a stage lighting project and went to the local electronic components store where I had previously purchased them. Not being able to find them as asked one of the staff and showed them a sample and was immediately told ‘We have never sold them’. Considering I had purchased the previous one in that same store and responded to this fact was blankly told again ‘We have never sold them and promptly walked away. Beside the bad manners, the person in question did not even offer to check their inventory or query what was, my needs.
I do not frequent that store today.
There may be occasions, after questioning, you may not be able to help them, so be honest and up front and tell them so. Your creditability will be enhanced as you have been honest.
So treat your customer with honesty and integrity and they will remain with you.