“Sage” Advice on “Is the Customer Always Right?”

by Barry Moltz on October 31, 2010

Doug Meyer is the Chief Customer Officer at Sage North America, the folks that bring us business management software for small businesses.  He posts his views on customer service after reading BAM!:

We believe the customer is almost always right, but not always.  Diverting too much time/resources to the ½ of 1 percent who cause issues can distract from the greater cause of serving the 99 ½ percent.  But, as always, and especially with social media, we try to be careful to ensure the story the customer tells others is one with a fair outcome and something we can live with.

In terms of the customer being right, we spend time discussing that, often when a customer is upset, it is because they have expectations we couldn’t deliver on because they created their own expectations.  And usually, that is our fault as we didn’t do a good job setting expectations with the customer early in our relationship, so they formed their own.  This is a big mistake to avoid.

We link employee engagement closely to customer experience. In fact, we consider our employees #1 and the environment we provide for them to create customer experiences (product, service, systems, policies, etc.) #2.  So, if we get #1 and #2 right, the customer will be well cared for.”

Doug Meyer is the Chief Customer Officer at Sage North America, the folks that bring us business management software for small businesses. Their products cover a full range of business requirements including accounting, customer relationship management, contact management, human resources, warehouse management, and specialized industry needs.

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