WTF Is This?
Well, mostly you’re wondering right now what the fuck is this article with this title doing in an agency “supposed to be business-oriented” blog? Is this like a new kind of marketing that I didn’t hear about before? Is it a new trend? Are they trying to write titles that grab attention to their blog in cheap manners?
Inner-consistency Is A Bless
Actually, as we the team of WiseGeeX decided to unleash the inner chimpanzee inside us, and that we’ll be always be representing our true selves, and that being yourself is the shortest way to the truth which is by its turn the shortest way to build strong and lasting relationships with our client/partners, we’ll be always expressing our thoughts in the most honest way, as we are eager to hear from our clients their criticism and we take it in the most serious way and it’s one of the most important factors of enhancing and improving our services and products, we’re also eager to share with you what bothers us and make us out of the mood.
The Customer Is Always Right?
This sentence which I consider one of the worst terms ever coined in the history of business was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909. This sentence that was supposed to lead to a better customer satisfaction ironically is one of the most causes of a customer's bad experience, in my opinion, it shall be abandoned by businesses once and forever, and the reasons are really simple.
Employees And Customers Are Human Beings
Customers aren’t from a different planet or have a different nature from employees. Both are humans, and all humans are sometimes right and sometimes wrong, it’s just how the human nature is, giving the privilege of being always right to one party, makes the other party feels under-estimated and not happy, so by consequence he’ll always feel like he is accused of something that he didn’t do, which provokes a defensive attitude (in the best cases) and kills any spirit of collaboration, and that we’re all in the same team which is bad for customer’s business and will lead to bad service and will mostly make all the parties not satisfied and of-course this will be reflected on the end results.
Is He Really Always Right?
In any technical-oriented field, if the customer demands requirements that if implemented will lead to bad results, as a loyal employee what should you do then? Shall you do what he says even if you know this will affect his business badly and you justify this by saying that the customer is always right, or it’s your duty to tell your customer that he is wrong, explain why he is wrong and advise with the right solution? So giving him the advantage that he is always right is not in his benefit.
Unfortunately, some customers understand this whole concept wrong and giving them a privilege based on their role in the relationship, not an earned advantage because of their experience and knowledge, let them think that the other party is committed to his liabilities and has to be professional all the time (which for sure I agree with), but is the commitment for one side only? For example, as an employee or an agency, in general, you’re committed to delivering in the agreed schedule all the agreed requirements in the best quality, but it means also as a customer you’re committed to providing the agency with all the required assets/resources that help them to do their job in the proper way, and to oblige to the payment terms written on the agreement, so it’s a 2-ways process.
Long Term relationships between customers and employees is a collaborative process that shall be built on mutual respect, each party shall commit to his liabilities in the agreement, and both parties shall be working in the best environment to output the best results, there is no advantage given to any party over the other. So let’s abandon this silly statement and coin a new one that says “Customers and Employees/Agencies Shall Be Working Together To Achieve The Best Output To The End User”.