Win the fight, lose the customer

whencustomersattack

Does it really matter if you are right?

Given the choice between acknowledging that your customer is angry or proving to her that she is wrong, which will you choose?

You can be right or you can be happy.

You can be right or you can have empathy.

In most instances you can’t do both.

It is not the nature of capitalism to need to teach people a lesson, it’s the nature of being a human, we just blame it on capitalism.

Smart entrepreneurs understand that the word ‘right’ in “The customer is always right” does not mean that they would win in court or a debate. It means:

“If you want the customer to remain a customer, you need to let her believe she is right.” 

If someone thinks they are unhappy, then you know what? They are.

Trying say this to yourself:

I have no problem acknowledging that you are unhappy, upset or even angry. Next time, I would prefer to organise our interaction so you don’t end up feeling that way, and I probably could have done it this time, too. You have my attention and my empathy and I value you. Thanks for being here.

If you cannot be happy with that, then sure, go ahead and fire the customer, cause they are going to leave anyway.

The way to lose an argument is to have an argument. 

Once you start an argument, [not a discussion] you have already lost. Think about it: have you ever changed your mind because someone started arguing with you?

Sure they might get you to shut up, but it is unlikely they have actually changed your opinion.

You may be right, but that does not mean that people will care. Or pay attention. Or take action.

People care about how much you care about them.

Losing an argument is better than losing a customer, or a friend.

 

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