I think the Customer is wrong many more times than she’s right..
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Customers don’t fill out (online) forms like they should, they don’t read the terms and conditions when they buy, they are wrong about what they thought they read (somewhere), about how to use your product and how to maintain it..
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And even more so the Customer leaves value on the table, because features and/or options are not recognized, not used, not understood.. They are wrong because afraid to ask and look stupid, and they’re not capable of searching your website..
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The last mistake Customers make is that they don’t vote with their feet.. Because the company that is supposed to serve them, does not seem to care enough about their Customers being wrong.. Not enough to help them be right..
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Maybe the best way to serve your Customers is to acknowledge they’re wrong, and make it your mission to help them get it right..
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What do you think?
I wrote this (in slightly different wording) as a comment to Kate Nasser‘s post: http://katenasser.com/customers-views-breathe-life-into-always-being-right-rule/ and thought it a good idea to share it with you here too..
