Uplifting Blog

Is the Customer Always Right?

I’m often asked, “Is the customer always right?” How can you turn an instance of the customer being wrong into a win-win situation? Make the customer “feel right” by agreeing with them on the importance of what they value. Watch this video.

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#ServeCareLove #CustomerService #CustomerSatisfaction #UpliftingService #ServiceExcellence #RonKaufman

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Below is the AI generated transcript of the video above

00:00
one of the questions I’m often asked is
00:03
is the customer always right well
00:06
sometimes the customer is right
00:08
they’ve done their homework they know
00:10
what they’re talking about but sometimes
00:12
the customer is not right they’re wrong
00:14
customers get confused they make
00:16
mistakes sometimes they exaggerate and
00:19
customers have even been known to lie so
00:23
what are you doing a case where the
00:24
customer is wrong tell them that they’re
00:27
wrong
00:27
no that’s not a win for either party
00:29
what you can do is make them feel right
00:33
and the way to do that is by agreeing
00:36
with them on the importance of what it
00:38
is that they value but the catch is they
00:42
won’t always tell you what they value
00:44
you have to do the work to listen
00:47
carefully figure out what they really
00:49
value and then agree with them on the
00:52
importance of that let me give you an
00:54
example let’s say a customer complains
00:57
and says your service is so slow so you
01:01
look into it and it turns out that at
01:03
every point and promise you’ve delivered
01:05
right on time in fact in one case you
01:08
were even early so when the customer
01:10
says your service is so slow you could
01:13
respond like this you know you’ve got a
01:15
very good point speed is important
01:18
especially in today’s busy world let me
01:21
be the one to help you quickly get this
01:23
resolved what if a customer says your
01:27
product is unreliable so you do the
01:29
research and it turns out the customer
01:31
is using the product incorrectly you can
01:34
still make them feel right how do you do
01:37
that when they say your product is
01:39
unreliable you could reply do you know
01:42
what reliable performance is absolutely
01:45
important let’s look into this together
01:47
they say your staff is rude what are
01:51
they value courtesy and respect they
01:54
complain that your rigid and
01:56
bureaucratic what do they want some
01:58
flexibility your price is too high
02:01
they appreciate value for money they say
02:05
your website is so hard to use what is
02:08
it that they’re right about that they
02:09
value user friendly systems so
02:13
is the customer always right no but can
02:18
you always make the customer feel right
02:20
yes you can and how do you do that agree
02:25
with them on the importance of what they
02:27
value make them feel right and you will
02:31
keep things moving in the right
02:33
direction for you and your customers

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Check your email for the welcome we just sent – and reply to let us know you received it!

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…and we’ll be in touch to share more ideas 
and invitations for you.