It's Ok to Be Wrong Sometimes!

You won’t create raving fans if you insist on being right, even when you know your customer is dead wrong! If you choose to be right, I can almost guarantee that your bank deposit is going to be smaller.

When you’re in a difficult customer service situation - it’s never about being right or wrong or trying to figure out how you can minimize the situation and get what you feel is owed to you right now. It’s about providing world-class service (even if you forego a little bit of revenue today) to create a raving fan for your business. If you choose to be right, you may put a little more in your cash drawer today, however, if you choose to create raving fans instead, you’ll enjoy larger profits on your bottom line in the future.

You see, it’s never about placing blame, or being right or wrong. As a business owner, it’s about putting more money in your bank account. When you’re in a difficult customer-service situation, one way to solve it is to ask the customer to offer what he thinks is a fair resolution. You can certainly ask your customers for their ideas on acceptable resolutions. Very likely, they’re not going to suggest as expensive a solution as you’re probably ready to offer. Then offer yours anyway. They’ll be blown away by your approach and will be on their way to becoming raving fans. You take the blame and grow your revenues.

Forego getting what you think you’re owed today, and it will pay off in the future with additional revenue and referrals.