This is a must-read for animal health pros. Robert Sollars and others challenge age-old paradigms about how to manage customer relationships.
Customers aren’t easy to come by or retain these days, but they’re also not always right. Here’s how to keep them happy without giving away too much.
“The customer is always right” is wrong but “the customer always believes they are right” is right. . . Pat Malone.
Source: tED Magazine, January 17, 2019. Link.
“Customers will bluster and get upset if you tell them ‘no,’ especially if they really think that they’re right. But if you hold tight to your principles, they will respect you more for it,” says Sollars. “If they respect you for that, chances are they won’t go further in requesting more outlandish items and won’t cancel the contract or end the relationship.”
INSIGHTS:
“I try to treat customers how I would like to be treated; I find that to be the best approach to customer service,” Horton explains. “It provides a level of empathy that doesn’t otherwise exist in business transactions.”