The Customer is always right!

If you’ve worked in the service industry long enough you know one thing for sure is that the “customer is always right” – this certainly gives us a sense of how high the priority is weighed around customers. Businesses today are struggling to keep their clients happy. In fact, if you get on google and pull up a search on customer service you will see a gazillion statistics all pointing to the most singular problem to customer churn being poor customer service. Agreed we have got a problem at hand; now how do we go about solving this fundamental yet mammoth size problem?

We could go about investing and spending billions of dollars in the world but the task really boils down to the customer being heard, their pain points being addressed and getting a sense of actually being cared for whatever the industry may be. You could be walking into a clothing store to buy an outfit but if the service provided is not what you were expecting it’s a 100 percent guarantee that you won’t be willing to walk back into the store again. So, there you have it – customers will walk, and they will talk! Before you know it, your business has already earned a reputation.

Like they say Rome was not built in a day - we certainly cannot change the business world overnight but we can definitely try – our efforts maybe a drop in the ocean compared to the herculean task that lies ahead but it is a start and it all begins and ends with a positive mindset, same things we teach our elementary school kids! We ought to strive to be the best version of ourselves and somehow in the process of learning self-discipline and our paths to self-discovery we do onto others as you would have them do onto you. We learn to care more, we learn to listen more with empathy, we help resolve the problem at hand if the resolution is within our means! Sounds so simple yet we are far away from where we need to be - we still must figure out the pieces to the puzzle as to why we fail our customers, at an alarming rate that too!

When Harry Gordon Selfridge first coined the term “The customer is always right” he and his partners already had an inkling that their business success would only come about if they had happy customers. So essentially “happiness” is the fuel your business is running on! Come to think of it, life in general or everything around us is dependent on the “happiness quotient” - something to really think about! So, suffice to say that yes, a business’s ultimate goal is to generate a profit however how you get there and how you keep the wheels turning is a whole different ball game.

From my own experience of working in customer service, it gave me a great sense of achievement every time a customer would go to lengths to write up about their experience and their interactions on an issue. It left me with an exceptionally good feeling that I had managed to maneuver a, what could have potentially been a sour experience for both parties, to a positive outcome. Call it the gift of the gab if you may but turning conversations around has always been my strength. I would love to bring that exemplary service ethics into how CEMT Enterprises will be conducting business in the years to come. To have the wisdom to listen well and serve your customers like your life depended on it literally and figuratively will be the differentiator that will someday allow us to stand out and stand proud.