We’ve all heard the saying, “The customer is always right.” But in my experience, that adage is actually wrong. I don’t believe the customer is always right, but I do believe you should always give them what they want.
In my opinion, there’s a big difference between those two statements. Customers are often wrong, but they are always the customer. And when you’re providing a service or selling a good, it’s your job to provide what the customer wants.
I know sometimes it can be tough to put aside your pride and do something you don’t think is right for your clients or customers. But if not doing it would potentially hurt their business more than doing it, then do it and do it with a smile on your face. Because whether you agree with them or not — in that moment — they are absolutely right.
From the moment the customer makes contact, it is the job of the people who are working to give them what they want. Sounds simple enough, right? But how do you do that when everyone has different wants or needs? It’s a challenge but it’s one that can be overcome.
The first step is to get to know your customer. This may sound weird, but it’s true. People are weird and complicated, and they’re not going to tell you exactly what they want. So it’s your job to figure out what they want and then give it to them. If they want something specific on their burger then go ahead and add it on there for them
The second step is to always keep in mind that you must give them what they want and not what you think they need. This is an important distinction because sometimes we tend to think that we know better than our customers. The problem with this approach is that it will end up making them angry no matter how much you’re trying to help them