Yes, Sometimes the Customer is Right

Although the customer might not always be right, sometimes the customer is right.

You may recall a previous post, Why the Customer is Always Right is BS, in which we advocated replacing this common myth with the following three nonnegotiable customer service principles:

• We will always listen to the customer.

• We will always treat the customer with respect.

• We will always follow through with a customer’s request.

A recent experience during a conference in San Diego provides us with an opportunity to reiterate the critical importance of the first customer service principle: we will always listen to the customer. Why? Because sometimes the customer is right.

Since October 2015, Code.org, a nonprofit organization dedicated to expanding access to computer science education in schools, has been drafting a K12 Computer Science Framework that individual states can use to create their own computer science learning standards. I have the privilege to be one of the Framework writers, who regularly meet in-person and virtually. Regardless of whether our conferences are face-to-face or over the Internet, the meetings are technology-intensive: we use web-based collaboration tools that allow us to instantaneously create, share, and edit documents with each other. Consequently, access to the Internet is vital.

During our recent face-to-face meeting in San Diego, we experienced a technology glitch that was exacerbated, unfortunately, by a customer service glitch. Shortly before our meeting commenced, nearly two-thirds of the writers were unable to access the hotel’s Internet service. A few of the writers who possess specialized knowledge and experience in network communications, opined that there was an issue with the router.

Unfortunately, the hotel’s IT representative and assistant manager had us rebooting our computers, typing in specific URL addresses, and trying different browsers; indeed, the assistant manager even suggested that the issue involved “Mac” computers, despite the fact that many PC computers were likewise unable to access the Internet.

When the hotel’s assistant manager finally agreed to contact its outsourced technical support agent, we had to repeat the process, despite advising the technical support representative that the router needed to be reset.

After an hour of rebooting, reloading, and re-everything else, the technical support representative eventually conceded that “perhaps” it was a “router issue.” Once he reset the router, we were able to login to the Internet and resume work.

Even though the Internet connection was ultimately restored, it took over an hour to convince the hotel staff and the outsourced technology support agent to attempt our proposed solution.

If only someone had listened to us, the issue could have been resolved within minutes.

Although the customer might not always be right, sometimes the customer is right — especially if the customer is savvy. That is, when a customer, particularly a knowledgeable customer, experiences an issue and suggests a potential solution, take the time to genuinely listen to, and attempt, the customer’s proposed resolution because there is a good chance that the customer is right.

Simply put, never hesitate to leverage a savvy customer’s advice to resolve an issue.

This week, take a moment to reiterate the importance of actually listening to your customers — particularly savvy customers — and considering their suggestions to resolve issues in your business; never forget that sometimes the customer is right. Doing so will not only save your business valuable time and expense, but will also minimize customer frustration.

As always, have a “customerific” week!

Mark