Be Humble, You Can’t Win Them All
The customer is not always right.
That’s right, you heard me. The customer may be mistaken, or misinformed, or need to be educated.
It’s your job to educate the customer
In your very first interaction you need to find out just how much the customer knows (and sometimes they know more than you!), and how much they do not know.
- Then inform them.
- Educate them.
- Teach them how to learn what they need to know.
- And remember, people do not want to buy a drill, they want to make a hole - find the need behind the need and cater to it.
Some people just don’t (or won’t) listen
Keep this in mind also - some people are angry nutjobs. They can be selfish and ignorant and just do not care about you, your company, or your products/services. They can not be happy unless they have something to complain about.
Don’t obsess. Work to apologize and move on. Apologize publicly, and write for the later readers, not your attacker (more on this here[link]).
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