The Customer is Always Right
The customer is always right. I think everyone's heard this statement before - unless of course you've been living atop of Mount Everest. But how far does this go? Is there a point at which this rule no longer applies? Of course.
When you're dealing with an irate customer, you should make every effort to calm them down and offer a solution to their problem. Remember, it's not just about the current sale, but also the potential sales in the future.
However some customers simply can't be satisfied. We've all dealt with people like this at some point in our lives. No matter what you do for them it simply won't be good enough. This is because they've already made the decision that your product or service doesn't meet their needs.
Sometimes it's best just to cut your losses. Don't get me wrong, I'm not suggesting you shouldn't try and help them. What I'm saying is at some point you need to be able to recognize that with some customers you will never be able to satisfy them.
If you've provided a valuable service to your customer, and done everything you could to satisfy their needs, you've fulfilled your end of the bargain. Even in this scenario, there will still be customers who feel your best just isn't good enough. This isn't a flaw on your part.
When dealing with a customer that just doesn't want any solution you can offer, be willing to cut your losses. You've likely lost them as a future customer anyway. This doesn't mean you shouldn't continue to act in a professional manner towards them. Be firm, but polite. Let them know you've done all you can for them, and you're sorry it wasn't satisfactory.
You can't go bankrupt trying to satisfy an unreasonable customer. There will always be a point at which it's best just to walk away. This applies in personal situations as well as business situations. How about you? Have you ever dealt with an unreasonable person that you just couldn't reason with? Leave a comment. I'd love to hear about it.