We Don’t Have To Aggree, But We Do Need To Understand!
There are many people in business today who do not agree with the things their customers want or expect. While there is nothing wrong with that, it is important to understand WHY our customers feel that way.
Some people have unreasonable expectations or desires. That will always be the case and there is little we can do to change that. Somepeople will always have an inflated vision or opinion of what they are worth or what they are entitled to in a particular situation. Just because they feel that way does not mean we have to follow through and give in to their demands or requests. In other words, we do not have to agree with their feelings.
But we do need to understand why they feel that way. Just like the economy changes and the world around us changes, so do the feelings of our customers towards us and our businesses. what was perfectly acceptable 20 years ago is not today.
Imagine what you would have thought if 20 years ago one of your customers demanded that he be able to check on the status of an order without calling you or coming into the store. You would have thought he was crazy.
But today, we have online resources that make this not only possible, but commonplace. Imagine if someone requested that he have one place to go where he could get the prices and availability for unlimited products from unlimited vendors, all without leaving their home. Again, you would have dismissed them outright but today, search engines are a way of life that we now take for granted.
Customer Service Training teaches us to be responsive and to listen to our customers. It teaches us to give them more of what they want and listen to their needs and expectations. When we do this, we learn what our customers want and need and it gives us guidelines for creating the type of products and services we know there is a demand for.
Sure, some customers will always be unreasonable. But the demands and requests of today help form the product development and what the world of tomorrow will look like. So instead of dismissing those unreasonable customers, listen to them and just maybe you can catch a glimpse into an opportunity for tomorrow.
The Customer Service Training Institute
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