Blogcast 86: Is the Customer Always Right?

Today’s question: Do you believe the statement, “The customer is always right”? The answer lies in knowing what business you’re in.

To read my written blog on this topic, click on the title: What’s Love Got To Do With It?

Check out the video below:

So to summarize:

  1. “The customer is always right” is only accurate when you work in the service economy.
  2. When you stage experiences, the customer either fits or they don’t, and you can get in a lot of trouble confusing ‘service’ with ‘experience.’
  3. Live by the rules you set. Your work is your gift; nobody said it was for everyone.

Did you like this video? What challenges in the marketplace are you having that I can address in future Serious Shift Blogcast episodes? Please share your thoughts in the comments section below.

Thank you,

Dennis Moseley-Williams

Are you ready to shift? We have worked with thousands of professionals who want to “SHIFT” and create more for their customers and themselves.

Comments (2)

It feels so good to hear you say that you don’t believe the customer is always right! I didn’t have to pause before answering that question. Sometimes (most of the time?) a client who really is a good fit has to go through uncomfortable stuff in the transformation process. They’re gonna be unhappy, but your gift is sticking with them and guiding them through the tough spots. And they are going to appreciate and value you more than ever for this. So, there are different kinds of unhappiness and they don’t all indicate a bad fit.

In the service economy the customer is always right.
Which is why I don’t work in the service economy. I have embraced the Experience Economy, where my customers fit or they don’t. For every advisor who loves me, there is one who hates me. Don’t ask me who the haters are though, I have never bothered to look. Haters gonna hate.

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