We have all heard it and even repeated it. “The Customer is Always Right.” It’s the golden rule of business, right?
Not necessarily.
Every business has a particular demographic to which it caters. Some businesses like Snapchat go for Generation Z and young Millennials, while companies like Harley Davidson are more focused on Baby Boomers.
If you have a business that targets a specific demographic group like women between the ages of 28 and 35, and a 40-year-old man complains about your business, does that mean you should not only listen to his complaints but heed his advice? The answer is “No.” Changing your business model for such a person will not only frustrate him – since the product wasn’t made for his use – but it will infuriate your employees and your target customer base.
Your Target Customer is Always Right
It’s hard to let go of clients who aren’t in your target niche. However, doing so will make your business better, your existing customers happier, and your employees feel as if you have their back.
However, what if a person who is in your target demographic group has a complaint or suggestion?
Often, this is the type of person to which you and your employees should listen. In the case of a customer complaint coming from a real, target customer, it’s a good idea to have appropriate policies in place for your team to handle the request or difficulty.
Have Your Employee’s Backs
One of the first systems any customer service department needs to put into place should always be a way for your staff to report the issue and a way for your head of customer service to track repeat problems.
For example, let’s say you have an online business and a client’s account keeps logging her out without notice and then erasing her login and password information. If your employees keep hearing the same complaint, they may feel as if they are working for a company with buggy software and lose faith in the product.
Instead of causing this feeling among your CSR team, create a system that loops in IT and software development when a repeat bug occurs. By giving your employees and your customers the support they need to fix the problem and regain faith in your company, you will keep both of their loyalty, creating long-lasting relationships with both clients and staff.
In the end, businesses are people working with other people to make something great happen. Whether your company is an airline or an online retailer, backing up your target customers and your employees will improve your product, company, and staff morale.
Are you struggling with HR issues or having difficulty putting the appropriate systems in place within your business? Contact us today! We provide business consulting from HR coaching to organizational consulting.
