The customer is not always right: Part 1
February 18, 2015

As a business, you have likely heard that the customer is always right and you should comply with every one of his or her demands. However, while offering great service to consumers is important, sometimes there are instances when certain requests do not need to be met. It may actually wind up cutting into profit and your ability to provide assistance for other customers. You should know how to identify what types of customer demands are not necessary to fulfill and how to keep your business strong.

Unreasonable requests
According to Forbes, having your staff spend time addressing the same issue with a customer time and time again is chipping away at valuable resources. If you feel that you and your staff have adequately attempted to address a customer's concerns multiple times, it may be time to stop trying to win his or her heart and loyalty to your business.

Deciding whether a request is unreasonable is easier if you regularly handle customer issues, complaints and comments by being empathetic to the situation, acknowledging and thanking them for their time and always letting them know how you plan to remedy the problem. Inc. noted that empathizing with customer concerns is especially important.

By following a similar process to this, you can determine whether a person is being unreasonable as well. For example, consider a customer who may feel that the price of a product has gone up too much. If they come in and raise this to your attention, you can immediately understand why they may be upset. They are getting the same product for a higher price and want to know why.

You will likely thank them for their feedback and address the concern by letting them know why the price may have increased. Perhaps the supplier has recently increased prices due to higher prices for materials to make a product. You can explain this to a customer and perhaps show them alternative products that may be similar to the price they had previously paid. In some instances you may want to provide a coupon or credit toward your gift card program to help rectify the situation.

Typically, a reasonable customer will understand an explanation that makes sense and he or she will appreciate your willingness to provide alternative solutions. However, if this customer insists that you lower the price of the product despite your efforts and explanation, this may qualify as an unreasonable request.

Nexus: G-WEBCD3