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March 2004 Archives
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March 14, 2004
The Customer is Always Right
Posted by Kevin D. Hendricks | Filed under: Marketing
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The customer is the center of your world. The very basics of our economy involve offering something to customers. You sell them bagels or tax services or a Friday night worth remembering. Even nonprofit organizations have customers, the people targeted by their services--maybe kids at a weekly after-school club or cancer patients. The bottom line is that the customer is always right.
At least that's the way it's supposed to be. But so often it isn't. The waiter at your restaurant doesn't refill your drink and acts annoyed when you complain that your burger is medium-well and not well-done. Or the cashier that doesn't smile and barks commands. Sometimes poor customer service is simply thanks to a bad day and next time it'll be better. But sometimes you don't get a next time. You need to offer top-notch customer service the first time around or risk losing your customer, no matter if you're a retail business, a service provider, or a nonprofit.
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