Comments on: Is the Customer Always Right?

By: Mike Myatt

Mike Myatt — Mon, 16 Jan 2012 15:44:00 +0000

Thanks for the insights Scott.

By: Mike Myatt

Mike Myatt — Mon, 16 Jan 2012 15:43:00 +0000

Thanks Poul – my pleasure.

By: Mike Myatt

Mike Myatt — Mon, 16 Jan 2012 15:43:00 +0000

Thanks Michael – well said.

By: Scott Mackes

Scott Mackes — Sat, 14 Jan 2012 12:12:00 +0000

Mike, you’ve written about a highly debated topic. I like all of your points about the cost of losing a customer. That’s a list that every business manager should keep on his/her desk. I see a lot of managers argue over small dollar matters and totally miss the big picture and lose big accounts. On the same token, it’s a two way street. If the customer is disrespectful and abuses the relationship, I think it’s worth having a heart to heart talk, and possibly pulling the plug on the account. I guess the question to ask yourself before walking away is, what you will gain if you do the plug? Great article Mike, have a good weekend.

By: PoulAndreassen

PoulAndreassen — Fri, 13 Jan 2012 11:50:00 +0000

It is amazing to
know that there are articles like this on web which actually takes the meaning
of leadership to new aspect. Most of us had the same experience “Customer
cross over to the dark side and become your worst nightmare”

Thanks for helping me out…

By: Michael Manos

Michael Manos — Wed, 11 Jan 2012 23:03:00 +0000

Excellent points mike,

A couple of years before i came across a similar article that said a pleased (NOT simply satisfied) client will refer a maximum of 8 people while a dissatisfied one will prevent 21 people. The numbers may be different (statistics always are ) but the point still stands.

and to add to your thoughts, bad clients don’t show up instantly (as you’ve said), they simply hatch when you create a ‘favorable’ environment. If you happen to reach that “squeaky” point, continuing serving that client is a two edge sword because you’ll always end up with a ‘dissatisfied’ & ‘always expecting more’ client that somehow is “doing you a favor, doing business” with you.

I never did understand the hidden mechanics behind this but if you continue trying to indulge the ‘bad’ client he will most certainly and 100% start smearing your company name any chance he gets. In the end he will have dragged your precious name through the gutter and the ugly part is that he will have, or to be more precise, YOU will have given him more than enough experience working with you to actually fabricate believable facts to back his claims.

The point? You’ve got more than enough ‘bad’ competitors to do the smearing so don’t add your clients to that list. Don’t do favors to clients. The good client will never, NEVER ask for favors. If you do happen to go that way, make sure that you quickly rectify (actually murder) any strange ideas the client gets. If he is unwilling to let go, and doesn’t understand that this threatens your relation, ditch him. It maybe hard to do so, it may cost you but in the long run, it’s the safest bet.

By: Mike Myatt

Mike Myatt — Wed, 11 Jan 2012 13:59:00 +0000

Hi William:

Thanks for stopping by, and best wishes in 2012 Sir.

By: William Powell

William Powell — Wed, 11 Jan 2012 13:55:00 +0000

So great to read this post Mike. I couldn’t agree more. Customer service is exactly that…service. Service ends when the merchant is expected to become some whipping post.

There is to be balance in the marketplace…companies providing value, customers having needs met. When that moves out of balance, things are amiss.

Thanks for candidly addressing a subject that has become somewhat taboo. Especially in a challenging economy.