The Customer In The Right Story

Over a coffee this afternoon, I decided to read the emailed newsletter from one of my suppliers for a change.  Y’know the thing?  You get sent them regularly, but never bother reading them.  I s’pose the difference with this one was that it came this time from their joint MD, whom I happened to meet briefly in Cape Town earlier this year.

He began with a rant (a man after my own heart, then) about “the customer is not always right”, with the delicious intro of “in a service industry, and by that I mean an industry where the customer has a longer term relationship with the supplier than buying a chocolate bar, this mantra has developed into an auto-response to any tricky situation, reached without thought.”

And he gave a cracking example of where in a swish restaurant someone sent a hollandaise sauce back, the eventual returning message being the chef says ‘your problem’, and a 40-cover booking was unknowingly lost.

His solution is for more communication even when, as in the above case, hiding in the kitchen seems the comfortable way forward. This approach builds a better relationship from trust and understanding of each other’s viewpoints, to “a long term and loyal customer who gives us the benefit of the doubt”.

Subscribe to Salespodder

Don’t asdsad miss out on the latest issues. Sign up now to get access to the library of members-only issues.
jamie@example.com
Subscribe