Last week I made an early morning trip to a seminar/book promo breakfast to promote my web site. After putting out flyers all over the place I took a moment to step in to the facility and caught a few moments of a morning with Jack Welch, the former CEO of GE.
As I stepped through the door, a question and answer session was in progress. A woman stepped up to the microphone and asked “Is the customer always right?”
Jack smiled and said, “You might not think so, and they may believe so, but if you don’t make it so, you’re dead!”
Jack, that is a pretty strong consequence. Dead. But let’s face it. Who will come to do business with you again after you argue with them about their dissatisfaction? I think most people will just go somewhere else.
Isn’t is just common sense that we let our customer complain and then make it right? Well for the business owner, we usually just grin and say ” what would it take to make you happy today?” but what about our employees?
If we have not taken the time to train our employees how to deal with an unhappy customer, how will they react when one attacks them...
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