The Great American Customer Service Unawareness Campaign

Q: I'm so sick of you so-called business experts always saying the customer is always right. This is my business, not the customer's, so I'm the one who's always right. Sure, they can have an opinion, but in the end it's up to me to decide who's right and who's not. And if the customer doesn't like it they can take their business elsewhere. What do you say to that, Mr. Business Expert? -- Paul W.

A: Ah, Paul, and I had such high hopes that we would be friends. Oh well, so much for that hope. The fact is, Paul, within the context of a normal business transaction, the customer is always right. If you can't accept that fact, you won't have customers for long.

Sure, the customer might also be unreasonable, demanding, obnoxious, totally insane, and argumentative, but if you are willing to take their money in exchange for providing a product or service, then yes, the customer is always right.

I agree that there are terrible customers that will beat you into the ground if you let them. They rant, they rave, and they demand more than they should receive. But guess what, Paul? If a customer crosses the line of reasonability you don't have to do business with them. Thank them for their time and then send them on their not-so-merry way. Let them become someone else's problem if they are too much for you.

I have invited customers to take their business elsewhere and there is absolutely nothing wrong with that. The truth is some customers can not be pacified and end up doing more harm to your business than good. Still, it's up to you to do business with them and if you choose to do so, you basically agree to put up with whatever they dish out.

Most customer issues arise from bad customer service. There is not a week that goes by that I am not confronted with bad customer service, provided by apathetic business owners and their disgruntled employees who don't seem to give a flip that I am not a happy customer.

As an entrepreneur I give my fellow entrepreneurs more leeway than most people when it comes to bad customer service. I know how hard it is to be in business and I know how busy the average entrepreneur is. Still, the entrepreneur who ignores the customers needs will not be an entrepreneur very long.

I am not an over-demanding customer, but I do expect to be treated with the respect due someone who is willing to pay hard earned money for a product or service. In the past year I have been physically assaulted by a car salesman who refused to back up the promises he had made to get my signature on the dotted line. I've given up going to a certain Mexican fast food restaurant because the spiky-haired kids behind the counter act like taking my order is a major imposition on their day and when I do convince them to sell me food, the order is always wrong. And a certain cable company is still billing me for cable service at a house I moved out of six months ago.

So don't preach to me about who's right and who's wrong, Paul, because I have enough customer service horror stories to fill your soon to be empty appointment book, and in every case the customer WAS right.

Tell you what, Paul, instead of continuing my regular customer service sermon let me take this opportunity to write an open letter to you and other entrepreneurs everywhere who share your point of view.

Dear Paul (and the rest of you jokers),

The next time I order your product and you swear on a stack of bibles that it will absolutely, positively be there overnight and when it doesn't show up for two weeks and is broken in a dozen pieces and I call you to complain and you just say, "Oh well..."

The next time you tell me that my house needs a new roof when really all it really needs is a few shingles nailed down and when I confront you with the truth of the matter and you just say, "Oh well..."

The next time you tell me that my car needs a new engine when all it really needs is a battery, and I point this out to you and you just say, "Oh well..."

The next time I get lousy customer service from you I am going to go out of my way to let the world know about you. I'm going to start a campaign of customer service unawareness that will have angry customers beating on your door with torches and pitch forks in hand.

I'm going to send emails to everyone I know and encourage them to pass them on to everyone they know. It'll be like that old shampoo commercial where I tell two friends and they tell two friends and they tell two friends and before you know it the entire world will know to avoid your business like the plague.

Then I'm going to build a website dedicated to telling the world about your lousy customer service, Paul. I'll register it with search engines and send out press releases and buy TV and radio spots that announce to the world that your idea of customer service leaves much to be desired.

And when you come crying back to me, Paul, moaning that you have been run out of business as a result of my campaign of customer service unawareness do you know what I'm going to say?

That's right, Paul, old pal.

I'll just say, "Oh well..."

Note to readers: Have you experienced bad customer service? If so email me the details. Who knows, maybe we can hit the campaign trail together.

Here's to your success!

Small Business Q&A is written by veteran entrepreneur and syndicated columnist, Tim Knox. Tim's latest books include "Small Business Success Secrets" and "The 30 Day Blueprint For Success!" Related Links: http://www.smallbusinessqa.com http://www.dropshipwholesale.net

---

Marketing as a Spiritual Practice

"Marketing as a spiritual practice." It sounds contradictory ? how... Read More

How To Kick Your Customer Service Up A Notch!

Welcome to the inaugural issue of Human Tech Tips --... Read More

CRM = Customers (dont) Really Matter

CRM was supposed to bring companies closer to their clients.... Read More

The 3 Rs of Customer Service

What I am about to tell you may seem very... Read More

The Art of Giving Great Service

Sales is tough to get right, and depends on retaining... Read More

CEM Can Improve Customer Loyalty

'A 5 percent increase in customer retention increases profits by... Read More

Businesses Need to Rehumanise

Big companies and corporations have lost the human touch. The... Read More

Proofs of Delivery and Logistics: Speeding Throughput and Avoiding Pitfalls

It should be a straightforward business scenario: making sure that... Read More

Dont Be Afraid To Give Problem Customers The Boot

Q: In a recent column you made the point that... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

Customer Service Tips - Is Your Business A Leaky Bucket?

Customer service and customer service training are vital for any... Read More

Customer First Customer Service

The world of customer service is rapidly changing. Thirty years... Read More

Your Career Plan--Think Like A CEO

You've been going 6-to-late; exhausted by running the supersonic treadmill... Read More

Should I Have My Company Mystery Shopped?

I wish I had a nickel for every time someone... Read More

Customer Service Has Moved Toward Customer Care

As I waited for an answer to my VCR inquiry... Read More

Are You Putting Technology Before Your Customers?

Which is more important the technology or the customer?The one... Read More

Make Your Customer Your Friend

The simplest way to describe a 'durian' (pronounced doo-ree-ann) is... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

To Complain and Win! - My Personal Recipe

Prime directive: Make sure your claim is reasonable! Otherwise, forget... Read More

Automating Your Help Desk Workflow

Do you know you can open, answer, close and report... Read More

What Do They Want Anyway?

You want customers. I want customers. We all want customers.... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

Customer Feedback: Everyone has an Opinion - USE IT!

Have you ever been in a department store and known... Read More

Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?

In my day to day practice in strategic human resource... Read More

7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers

If you think customer relationship management is just a piece... Read More

Five Tips to Calm Cranky Customers

1. Tis the SeasonRecognize that everyone is frazzled during the... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

8 Critical Steps to Establish a Customer Service Culture

"Every company's greatest assets are its customers, because without customers... Read More

How to Keep Customers

Who was it that said - "The customer is always... Read More

Does Your Customer Talk Back To You?

What is your customer saying about you? Do you really... Read More

In the Villa of the Sick Cat -- A Lesson in Customer Care

If you're a pet owner, you know the stress of... Read More

Top Ten Strategies for Delivering 5-Star Customer Service

Customer satisfaction is valuable, but customer loyalty is priceless. In... Read More

Courting Customers - From First Date to Marriage

Landing a new client is like courting a potential spouse.... Read More