Many customers have the inclination to complain about nearly anything – no matter how inconsequential. But, even the smallest of consumer issues must be handled with the utmost professionalism. After all, your company’s reputation depends on it – a happy customer is a customer who is more likely to use your services or purchase your products repeatedly.
Remember, today you not only have traditional face-to-face interaction with customers, but there’s also the online shopper and service-user to consider. What’s more, today’s cyber customers are becoming increasingly savvy and aware of competitors to you and alternatives to your product. That means your reputation on and offline counts more than ever before.
Whichever industry you belong to, there will always be customers armed and ready to quote the, ‘Sale of Goods Act 1979′ which clearly states that products must be, ‘…of satisfactory quality and fit for purpose.’ There are also those who will remind you of the, ‘Supply of Goods and Services Act 1982,’ which protects customers against, ‘…damage caused by defective products’.
Contrary to what many may believe, business is not the best place for ego. When dealing with the customer it must be tucked away; while there is no need to be obsequious, a happy customer begets more customers, an unhappy one only begets trouble. So ‘Is the customer always right?’ No, they’re not, but they should always be treated as though they are if you want to grow your business.