Starting out on my own
One of the things that was a real challenge for me when I first started my own business, was admitting that I was flawed. I also worked with a bunch of guys that, for the most part, thought that they weren’t flawed either. We would tell ourselves that we were in total control, and that our clients had to do what we wanted, when we wanted them to do it. This thinking got us into trouble early on.
The Golden Rule of Sales & Customer Service
Having been in sales for the better part of 20 years, across many different industry groups, I remember the phrase “The customer is always right” being said over and over and over. Managers and executives always said that there are two rules in business;
- Rule #1 – The Customer is always right.
- Rule #2 – Refer to Rule #1
The reason that these “rules” were so often used (I think they still are), and drilled into employees heads were to remind them that if they did not indulge the whim and fantasy of every prospective customer, the customer would find somewhere else to do business. Having worked for these companies, and also having struck out on my own business ventures, I can tell you that the customer IS NOT ALWAYS RIGHT. However, the customer is the one that is PAYING, so that should give a bit of perspective.
Why go into the previous diatribe? Because I firmly believe that the customer is not always right, but is looking for someone to help steer him in the direction of what is right. And they are looking for someone to do it honestly, intelligently, and cost-effectively.
So? What does that have to do with the title of the page here?
Well, when I started out, I let some of my flaws and flawed thinking affect how I dealt with my customers. The customer wasn’t right, but I made a bad situation worse by thinking to myself that I was always right (or at least that I knew better). The reason for the story title is simple. Work with the client on a business relationship level, listen to their desires, hopes, dreams, needs, fears, etc. Stear them in the right direction. And above all, when you make a mistake, stand up and admit it.
We are all human, and prone to mistakes.
We all make mistakes, and 95% of customers will forgive the odd mistake. What they will not forgive is repeated mistakes and someone who does not like to own up and try to improve. So next time you make a mistake, stand up and admit it. You’ll feel better, and so will you client.