Branded For Success

Whenever I ask someone what they consider to be great customer service, I usually hear similar responses. Most will respond with either doing whatever is necessary to make the experience better for the customer or doing whatever it takes to make the customer happy.

Thanks to all of the posters we have hanging on the walls and the lessons that we have been taught about customer service, most people have been trained to believe the standard clichés like “the customer is always right,” “the customer is the boss” or “a happy customer means a healthy business.”

Are there times where concerns for the customer’s happiness could be detrimental to the success of your business?

Let me tell you what happened to me this week, and then you can decide. I was out this weekend looking for a new car. My son is graduating this year so what a perfect time to give him my 2001 Nissan Altima so that I can get a car that better fits my needs, like the brand new 2007 Saturn Sky. Yeah, I know that my needs may look like my wants, but right now, I need my wants. (more…)