The customer is always right? You have been doing it wrong!

Being an employee, have you ever felt the customer got too much on your nerves? But just for the repute of the company and to save its goodwill, you work and tolerate all the rude behavior that comes from customers. That’s because no matter what your moral standards are, you have been brain-washed during the training and made to believe that “The customer is always right”

Well, believe it or not, this phrase has more bad consequences than good ones. And it (the phrase) should be abandoned by businesses for good!

I know accepting things beyond the norm is weird and not always welcomed. But today I will make you believe that why “The customer is always right” is actually wrong. But first,let metell you where this camefrom?

“The customer is always right” is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction. It was popularized by pioneering and successful retailers such as Harry Gordon Selfridge, John Wanamaker,and Marshall Field. They advocated that customer complaints should be treated seriously so that customers do not feel cheated or deceived. This attitude was novel and influential when misrepresentation was rife and caveat emptor (let the buyer beware) was a common legal maxim” (the early 1900s)

For the person who checked it: the above mentioned fact is the authentication to the reader that “the customer is always right” wasn’t a self-made concept—but given by a trust worthy resource. It is better to give support of research or something of the similar nature, I haven’t removed it because of that. Even below, Forbes and other company’s example is given.

Let’s have a better look at the facts below that are worth considering, also if you are running a company or work in the HR department, you better read this article.

  • Unknowingly, the reason for employees bad mental health:

Employees are the precious assets of the company. Their mental wellbeing is very important for the company itself. Some survey I got right in hand to support this.

According to Forbes,

“In this 2016 Work and Well-Being Survey, less than half of working Americans reported that their organization supports the well-being of its employees. The same survey found 1 in 3 of us feel chronically stressed on the job.  If happier workers = more productive workers, what’s stopping companies—and their employees—from taking action?”

Taking care of employees mental health doesn’t mean offering few holidays or extra remuneration. It’s about talking out the factors that bother them in the work place. To work on the limitations and control the external factors responsible for ruining the “good environment” in the work place. And the unfair behavior of customers is also one of the things that need to be counted among those.

Of course, there are plenty of examples of bad employees giving unfair customer service but giving a generalized statement to cover that up by saying “the customer is always right” is actually nonproductive.

  • It Gives Coarse Customers a One-sided/unfair Advantage:

Even after having certain rules and policies of the company, it can be really testy to deal with some customers. They might bring up certain demands that are not possible to meet or be manipulative to gain advantage for themselves by proving unfair drama. Such things make employees’ job harder.

In such circumstances, even the employees cannot do much because they are ones who have to save the company’s dignity, and unfortunately—just give up!

Be nice to nice customers, but if you are fulfilling unjust demands and condition, such customers will coming back and hence things will be messed up.

A good company is the one who has just policies for all customers but also holdsflexibility to deal with unfavorable circumstances.

  • The certain customer can be unhealthy for the business:

You might think the more customers you have the better it is for the business. But it’s not true in all cases. Instead, it can turn out to be that some customers can cause major damage to the company or its repute.

Let me give you a helpful example.

Danish IT service provider ServiceGruppen proudly tells this story:

“One of our service technicians arrived at a customer’s site for a maintenance task, and to his great shock was treated very rudely by the customer.

When he’d finished the task and returned to the office, he told management about his experience. They promptly cancelled the customer’s contract”

Just like Kelleher dismissed the irate lady who kept complaining (but somehow also kept flying on Southwest), ServiceGruppen fired a bad customer. Note that it was not even a matter of a financial calculation — not a question of whether either company would make or lose money on that customer in the long run. It was a simple matter of respect and dignity and of treating their employees. Seems fair enough? Yep!

Just like that, you might see many other examples of such customers. So would you say “the customer is always right”?

  • Tit for tat:

Have you ever heard the “Tit for Tat” situation? The way you behave is what you get in return. When you put the employees first, they put the customers first. Put employees first and they will be happy at work. Employees who are happy at work give better customer service because:

  • The care about the company, and it’s customers they deal with
  • They work enthusiastically
  • They have a positive energy, both towards the work and office environment
  • They are motivated enough, customers are their priority

On the other hand, when the company and management consistently side with customers instead of with employees, it sends a clear message that:

  • Employees and their needs are undervalued
  • Treating employees in a good manner is not important, only the sale is
  • Employees have no right to get respect from customers, hence can create low self-esteem in them.
  • Employees have to put up with everything from customers, no matter how worse the situation gets

When this attitude prevails, employees stop caring about service. At that point, genuinely good service is almost impossible — the best customers can hope for is fake good service. You know what I mean: courteous on the surface only.

After reading the facts above, I am sure that you won’t consider the customer always right (when unfair circumstances) and be the better judge of right or wrong.

May you have happy customer service! 😉

US GDP increased to 4.1% in second quarter of 2018

US economy experienced 4.1% increase in GDP in second quarter of 2018. Since 2014, this growth rate is the strongest ones. US average GDP is 3.22% from 1947 to 2018. The highest GDP was recorded back in first quarter of 1950 of 16.70% and the lowest was recorded in first quarter of 1958 of -10%. According to BEA (The Bureau of Economic Analysis), second quarter’s GDP is double as of first quarter’s GDP. In first quarter it was 2.2%.

Donald Trump had promised to increase US GDP to 4% with the help of major tax cuts and infrastructure investment. He remained successful with his aim in second quarter of 2018. GDP goal of Trump’s official administration is to sustain US GDP of 3% and they are working for it. They managed to increase private domestic final sales excluding inventories, trade and government outlays.

There are mainly four components of calculating GDP of any country. It includes Household Spending, Business Investment, Government Spending and Net Exports. According to statistics agency, this increase is due to positive contributions by business investments, net exports and household spending.

Household spending is the major component to increase GDP which has capability to boost up the economy to the maximum. In US case, it exceeded 3% and contributed 2.69% in GDP growth. Population spent more on purchasing new auto mobiles, healthcare, utilities, housing, accommodations and food services. Another factor is lower taxes which ultimately benefited consumer purchasing power from hiring more staff. There is low unemployment rate in US in 2018 as compared to 1969 which positively affected US finances, borrowing costs and inflation points.

Second major component to increase GDP is Business investment. Nonresidential business investment in US increased and contributed 1% point to increase GDPA. It includes investment by equipment, intellectual property products and structures.

A third factor is Net exports. The exports increased 9.3% but imports remained 0.5%, due to which, net export contributed 1.06% to increase US GDP.

An increase to 4.1% GDP is a huge success within itself but some analyst think that trade war may affect this rate and it may fall back later in 2018.

 

 

How to market a product and business on a low budget

If you’ve recently started a new business you must be low on cash, it’s not every time that a business reaches the skies in terms of finances as soon as it is started, in fact, small businesses and entrepreneurships take time in making good money but marketing and advertising products requires huge sums. Don’t worry even if the pocket is not heavy, you don’t need to have a heavy heart. Instead, you can advertise smartly and create a name of your own even when you have tight pockets.

Social media:

It is an age of ever increasing social media use, over 88% of the people already use social media and this digit only keeps on increasing not the other way around. Just about anything can get viral and gain popularity these days. One of the best ways to market your product is to become a social media geek or hire someone who is good at this task. Facebook, twitter, Instagram, pintrest and many more to name, all can assist you very well! Get active on all social media platforms, devise ways and plans to market your product there in a way that would stop people from scrolling and the attention that has been grabbed would linger on until they are convinced as well the message stays in the back of their minds. Yes, this is the tricky part- the advertise formation. But if you use more brain then you’ll need to put it lesser effort to make it viral. It’ll automatically spread among people through ‘snowball effect.’

Digital Marketing:

Though social media also comes under the umbrella of digital marketing but it is huge categorically that requires its own representation. In this hyper-digital age, there are numerous ways to advertise a product without having to spend a single penny. Apart from social media other forms of online marketing include:

  • Creating a website
  • Blogging
  • Online contests
  • Videos
  • Webinars
  • Product use tutorials
  • Email marketing
  • Publishing attractive content

Outdoor advertisements:

Apart from digital marketing, outdoor advertisements are very important, why? Because not everybody has a digital footprint. Mostly adults have a good purchasing power but are not socially and digitally active therefore they need to be targeted in the places where they will actually pay attention. There is not always a need to go big or invest a huge amount of money on outdoor billboards in order to get your name known. There are other methods to market yourself known among the people who are not very active in the digital world, such low cost methods include:

  • Pamphlets
  • Brochures
  • Wall painting (with permission from owners to access building walls)
  • Stamped/ painted balloons
  • Outdoor contests
  • Sample testing
  • Giveaways
  • Publicity stunts
  • Stalls

Public relations:

  • Create an eye catching business card
  • Attend social events and engage in fruitful conversations
  • Develop referral programs
  • Host events or classes
  • Develop industrial partnerships

Conclusion

Even some huge marketing campaigns go flop even though they have been invested with tons of money and the same time some investment campaigns go big only because they have been devised smartly and they get successful in gaining public attention. The game of marketing is more about brains than money. Don’t worry if you are low on budget, make your brain an asset! Good luck!