Your Customer is NOT Always Right!

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Your Customer is NOT Always Right!

By Ken Keis (Canada)

Definition of Opinion: A view, judgment, or appraisal formed in the mind about a particular matter; belief stronger than impression and less strong than positive knowledge; a formal expression of judgment

Yes, there are times when our clients have concerns to which we need to respond, such as the package arrived damaged or later than we promised.

In workshops during the height of the customer-service trend in the early ’90s, I actually taught that the customer is always right—but no longer.

Who has your ear? Who is providing you with feedback?

Several years ago during one of our Assessment Systems Certification Workshops, an individual shared that he did not like CRG’s leveraged affiliate business model. He was so upset that CRG would pay him a fee for his referrals, he asked for his money back on the session. He thought it was unprofessional to honour others with a referral fee.

Should I change CRG’s business model because of one contrary opinion among hundreds of positive ones? Of course not, but sadly, many people would.

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Source: iCN Issue 9 (Sales Coaching); pages 11-13

About Ken Keis

Ken Keis, MBA, President of CRG, is considered a global authority on the way assessment strategies increase and multiply your success rate. In 25 years, he has conducted over 3000 presentations and invested 10,000+ hours in consulting and coaching. He is the author of Why Aren’t You More Like Me? Discover the Secrets to Understanding Yourself and Others. He has also co-created CRG’s proprietary development models and authored more than 3.5 million words of content for 40 business training programs and over 500 articles. Ken’s expertise includes assisting individuals, families, teams, and organisations to realise their full potential and to live On Purpose!

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