Business Advice – Is the Customer Always Right?

You know the saying “the customer is always right.” But what should you do as a small business owner when the customer isn’t right? Is it better to take the loss of a customer or lose the income? Here is some business advice to help you decide what to do in that inconvenient situation.

Consider the Final Outcome first

When dealing with this situation, the first thing to consider is whether you stand to lose more money by standing your ground or by giving in. If the dissatisfied customer is a long-standing one who has given you good business in the past or given you recommendations, it is usually best to take a small loss to ensure complete satisfaction, because you can expect to benefit from that relationship in the future. However, if the loss to you is large, and you have limited history with the customer, then you may consider refusing to fix the perceived issue.

Consider the Customer

Most clients are honest. However, if you have reason to believe that the customer is taking advantage of you and your business or making a profit from your services, then you need not assume that they are in the right. Keep in mind that some types of clients will never be satisfied completely, and might be more effort to keep than they are worth.

Try to Compromise

When a customer is upset about an issue, it is up to you as the business owner to remain level-headed. If at all possible, try to resolve the issue so that the customer feels they have gotten a deal, but you have not lost money. For example, consider a discount for future services rather than a full refund.  The goal is that the customer be happy with the service provided, even if they aren’t always right.

Remember, running a business successfully does not need to be complicated.  Keep it simple!

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