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I'm right, you must be wrong

Customer service edicts state that the customer is always right. Sometimes we disagree ... out of self defense. We don't like the implication that because the customer is right then we must be wrong. We defend our innocence and integrity!  Step back for a moment. There is a principle in Tai Chi that states that you can use your adversary's energy on themselves. Imagine saying the customer is always right. If you stop defending yourself and ask the client for a realistic solution to their own problem (a solution that, if they were you, they would see as fair)  you move away from being wrong in their eyes to being right. Potentially you can avoid conflict and move into resolution. Sometimes the customer is in fact wrong. And then you need to measure the real benefits of needing to win! Needing to win is not how successful businesses earn the love of their clients. Sometimes the photographer is wrong. I know of a wedding photographer who missed a wedding (about as wrong as you can get). He did so much right for the couple that they now insist that all of their friends use him. Johannes
Tagged under business strategies, Customer Service, Experience, Marketing
This entry was posted in Loves not enough by Admin | Leave a Comment
Ian
on
April 3, 2009, 11:56 am
said:
That's impressive, Elena - Ian
 
Reply
Ken Burg
on
March 23, 2009, 4:35 am
said:
I'm curious, not about the identity of the photographer who missed the wedding, but about the course of action he took to make it right and start to get referrals/recommendations from the couple.
 
Reply
johannes
on
March 23, 2009, 7:59 am
said:
What would you do? I know some of the details. The photographer apologised personally and took responsibility. The money was refunded. The photographer dressed up the bride and groom and took them on an amazing shoot. I'm not sure if the bridal party was there. They gathered in all of the photographs from the guests and created a stunning album. I'm not sure what else was involved but I do know there was good relationship building all the way through. The question to ask in this circumstance is, 'How would you like me to make this better?' and then to go further. That's the important stuff. Cheers Johannes
 
Reply
Ken Burg
on
March 23, 2009, 4:35 am
said:
I'm curious, not about the identity of the photographer who missed the wedding, but about the course of action he took to make it right and start to get referrals/recommendations from the couple.
 
Reply
Elena
on
April 3, 2009, 11:35 am
said:
We've found that sometimes a client just needs to get a good rant out of their system. Our studio manager, just by listening and never getting defensive, has managed some huge turn-arounds. It often takes multiple phone conversations, and making sure they we understand better what they're expecting so that we can meet what's in their head. One client didn't like the length of the initial album design and wanted to back out of the contract altogether. The studio manager was able to move the client from threatening legal action to adoring us and telling her friends about how wonderful we were to her. It took a lot more rounds of revisions than we would normally do, but now that client is happy and eagerly asks our advice when it comes to design decisions. We never got defensive, and just made her feel like we were honestly listening, even if we couldn't meet her demands. We've found that a lot of it comes down to managing expectations. The more we can educate a client about our process before it begins, the easier the ride.
 
Reply
Elena
on
April 3, 2009, 11:35 am
said:
We've found that sometimes a client just needs to get a good rant out of their system. Our studio manager, just by listening and never getting defensive, has managed some huge turn-arounds. It often takes multiple phone conversations, and making sure they we understand better what they're expecting so that we can meet what's in their head. One client didn't like the length of the initial album design and wanted to back out of the contract altogether. The studio manager was able to move the client from threatening legal action to adoring us and telling her friends about how wonderful we were to her. It took a lot more rounds of revisions than we would normally do, but now that client is happy and eagerly asks our advice when it comes to design decisions. We never got defensive, and just made her feel like we were honestly listening, even if we couldn't meet her demands. We've found that a lot of it comes down to managing expectations. The more we can educate a client about our process before it begins, the easier the ride.
 
Reply
johannes
on
March 23, 2009, 7:59 am
said:
What would you do? I know some of the details. The photographer apologised personally and took responsibility. The money was refunded. The photographer dressed up the bride and groom and took them on an amazing shoot. I'm not sure if the bridal party was there. They gathered in all of the photographs from the guests and created a stunning album. I'm not sure what else was involved but I do know there was good relationship building all the way through. The question to ask in this circumstance is, 'How would you like me to make this better?' and then to go further. That's the important stuff. Cheers Johannes
 
Reply
Ian
on
April 3, 2009, 11:56 am
said:
That's impressive, Elena - Ian
 
Reply