Customers Can be Wrong
March 20, 2008
Here’s a great article by Alexander Kjerulf called “Top 5 reasons why ‘the customer is Always Right’ is wrong.” In our industry customer service is extremely important and we try to do our best. Sometimes–no matter what you do–there will be a “demanding jerk” who is absolutely hell-bent on being dissatisfied. The best thing really is to cut ties with the customer in a respectful manner. Let them know why they’re not a good fit for you and vice versa. It’s not worth demoralizing your loyal employees to save a customer who is anything but loyal.
Tags: customer service advice, customers can be wrongOne woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation. In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint.
She didn’t like the fact that the company didn’t assign seats; she didn’t like the absence of a first-class section; she didn’t like not having a meal in flight; she didn’t like Southwest’s boarding procedure; she didn’t like the flight attendants’ sporty uniforms and the casual atmosphere.
Her last letter, reciting a litany of complaints, momentarily stumped Southwest’s customer relations people. They bumped it up to Herb’s [Kelleher, CEO of Southwest] desk, with a note: ‘This one’s yours.’
In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. Crabapple, We will miss you. Love, Herb.’”
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