‘No Longer a Customer’ Service

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But what if they aren’t satisfied? What if they’re still insistent that they’re “the customer and the customer is always right?” What if they’re asking for something outside the bounds of what you can or should deliver? Let’s look at a real example.

As a manager, you need to service your customers. But you also have to care for your employees. Photo by Resume Genius on Unsplash.

So, let’s explore a problem where the customer’s request is outside the bounds of what your company would ordinarily deliver. The customer might be asking for something because they’re not clear on what your organization delivers or promises. In these cases, sometimes a simple education on the product’s features (or lack thereof) can bridge the disconnect from their expectations to what you deliver. OK, that problem is solved.

“You’re firing me as a customer? Is that what you’re saying?”

“Yeah. I guess so. Thanks.”

Is the customer really always right? We throw that comment around haphazardly without truly considering the ramifications of such an approach. I’d submit that they’re not. There are plenty of times the customer is wrong (and sometimes, very much so).

Good customer service rep—understood the problem, offered a solution to meet it without giving away the farm. The service was redone. Mr. Jones still wasn’t thrilled.

But the customer is always right, right? Wrong.

First, let’s explore the implications of a “customer is always right” approach. On the upside, they are right in that they perceive a problem. They believe they are not getting the service they deserve. Treating a customer with the utmost respect in this situation is absolutely good business. There’s nothing more infuriating than being blown off or not listened to as a customer. (For a good example, see this post on customer disservice.) Treating the customer with respect, whether the issue is resolved in their favor or not, will at least have them telling their friends they were treated appropriately. While they may not be exceedingly happy with the outcome, they won’t be out there bashing your company for both problems and bad service.

“Hi, Mr. Jones. I’m the manager. Listen, I’ve spoken to my people. They’ve come out three times to perform the services on your home. I know you’ve been a customer for over a year now and we really value you. Here’s the thing: You’re asking them to do things we don’t do—for anyone. So either we can perform our standard services or I’m going to have to ask that we end our business relationship amicably, because it’s clear we cannot meet your expectations. That creates a situation that’s not fair, frustrating for you and not fair to my employees.”

Yes. Mr. Jones just got fired. That’s bad, right? Not necessarily. He was becoming a tremendous operational drain and causing issues for the employees. Yes, as a manager you need to service your customers. But you also have to care for your employees. At some point that balance tips.

“You guys guaranteed I’d be thrilled with the results of the cleaning. I’m not thrilled.”

Published Jan. 24, 2024, on The thoughtLEADERS Brief on LinkedIn.