When "the customer is always right" mantra is called into question, it can throw you. When I moved recently with a local moving company, I was apparently not charged enough for my move (the movers made a mathematical error) and the company decided to charge me for the mistake. “But, it’s your error,” I explained, as I continued to debate the payment situation with the company. They told me that their movers worked a “really long day” and therefore, could not be blamed for the error.
As the customer, I’ll admit: I’m not always right. It was an honest mistake on the mover’s part. But what really irked me was that I felt like the company didn’t listen to me or even try to see the problem from my perspective. Rather, they threatened to send out a collections agency after me.
I don't have to be right. However, I do want to develop a new mantra: the customer always deserves your ear. What do you think?
I always find human behaviour facinating and complex. With so much research and scholarly debates, it's still unclear what makes a customer chose a definite product. I agree with your current post. Customer has the right to aduience. Period.
Posted by: Alka | August 24, 2006 at 07:14 PM