Joined: 26 Jul 2008 Posts: 11 Location: Ketchikan, AK, USA
Posted: Tue Sep 16, 2008 11:50 am Post subject: Serve the Customer
I had an experience the other day.
I was out to lunch and ordered a coffee drink. The waitress instead brought me a ‘coffee concoction’ with whipped cream –not what I had ordered. I told her that this wasn’t what I had expected. Rather then attempt to remake my drink, or even apologize, the waitress became belligerent and insisted that the drink is “what you ordered, and that is what you get.”
Throughout the rest of my meal, each time she came back to my table, she continued to insist that the drink was indeed correct. Even though I had made no farther remarks about it, and had ‘moved on.’ The way she kept insisting that she was right made my time a terrible experience. It was all over a simple drink.
I wonder, if something small like that can cause so much frustration. How much higher are the stakes when it comes to something much more complicated…such as auto repair?
I do not know about anyone else, but my policy is “the customer is always right.”
I would never, ever argue with a customer and try to convince them that ‘they are wrong, and I am right.’ If I had an issue, and it were resolved, I would not keep mudslinging my customer, and insisting repeatedly that they were wrong. In my opinion, you should always try to accommodate the customer.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Sep 16, 2008 8:56 pm Post subject: Re: Serve the Customer
dharman wrote:
I would never, ever argue with a customer and try to convince them that ‘they are wrong, and I am right.’ If I had an issue, and it were resolved, I would not keep mudslinging my customer, and insisting repeatedly that they were wrong. In my opinion, you should always try to accommodate the customer.
Is the world becoming less caring?
Hi Dwayne,
I think this is a great example and shamefully I admit to doing equally stupid things over the years. Sometimes not being wrong seems to be more important than being right?
With me, it was a stupid false sense of pride. With others it might be a "blame centered" environment. For instance the boss may really make a big deal over wrong food orders? In any case, as you suggest, there is no place for it. Great post!
Joined: 19 May 2007 Posts: 206 Location: Camp Verde, AZ
Posted: Tue Sep 16, 2008 10:55 pm Post subject: Re: Serve the Customer
dharman wrote:
I do not know about anyone else, but my policy is “the customer is always right.”
I would never, ever argue with a customer and try to convince them that ‘they are wrong, and I am right.’ If I had an issue, and it were resolved, I would not keep mudslinging my customer, and insisting repeatedly that they were wrong. In my opinion, you should always try to accommodate the customer.
I am not sure that the world is less caring. I do find that in trying to provide good customer service I notice poor customer service a lot.
I am going to disagree some with your policy of the customer always being right. I will agree to bend over backwards for them and give them the benefit of the doubt 99% of the time, but not 100%. There are people out there that wake up wondering who they can take advantage of today. We see very few of these type of people, so for us it is a mute point.
_________________ David Wittmayer
Owner / Manager
Hansen Enterprises Fleet Repair, LLC
Camp Verde, AZ
www.hefrshop.com
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