Is The Customer Always Right?
“What separates the truly exceptional customer service organizations from the rest is their ability to successfully bridge any gap between their company’s performance and a client's expectation.” Zeke Adkins
Without your customers and their support, there is a good chance that you wouldn’t be in business. Customers are king and should always be given outstanding service. One of the tenants of outstanding customer services is that the customer is always right. However, sometimes the customer doesn’t always know or understand what is in their best interest. In other words, what they want and what they need may be two different things. Truly great customer service includes educating the customer so that they can come to a decision that will ultimately be what is best for them. Here are some examples:
A business insurance client has a $1,000 deductible on their high valued building. Over the past five years the customer has had no losses. The client would receive a $3,500 premium credit to increase their property deductible from $1,000 to $2,500. In essence, for $1,500 in additional risk the client would receive $3,500 in premiums savings. In my mind, this is a very good tradeoff. Many clients may not want to increase their deductibles, but in this case we would educate the client on the five year savings of over $10,000. That is real money.
Another example would be a high net worth individual who insists on buying only minimum liability coverage. We would educate them on the importance of preserving wealth through an umbrella policy.
Don’t focus on whether the customer is right or wrong, but rather on the situation. Many times the customer wants someone to listen to their opinion and offer a second opinion. It is more about respect...win the day