It is can make the seller better serving the customers and make customers to have a higher level of satisfaction. Finally, allowing guests to be picky, can improve the quality of companies and salespeople. The example of Apple and Nokia demonstrates that picky customers can make the seller better serving the customers and make customers to have a higher level of satisfaction. The survival and development of enterprises rely on the trust and support of the customer. Like Zhang (as cited in Gluckman, the last paraphrase 2012) said “we will always be wrong”. So we will do better!
Is The Customer “Always Right”? The customer is always right. Many people don’t think so, because when customers walk into a store, the clerk gives many different kinds of merchandise for them to choose from. However some customers will complain about the products. Some sellers think that some customers are picky and unreasonable. Nevertheless, no matter what kinds of the customers go into the store, regardless of the attitudes and tempers, they are "Gods", since they bring large amount of profit for the business. Therefore, customer is always right and I have three reasons.
First of all, the customer is always right" is the goal of service work, not distinguishing between right and wrong. Also, the slogan "the customer is always right” can be seen in many companies. However many people do not understand it or misunderstand the original meaning of this slogan. “The customer is always right” is not to judge the rights and wrongs of the matter. It means that companies to do their utmost best to create a good environment for the customers make guests to enjoy quality service, and to ensure the quests feel they have received good value no matter when and where.
As Ray Miller (2012) stated, “It does not matter who is right and who is wrong”. For this sentence a customer may have his or her own ideas, and maybe these ideas are wrong or misguided. If pointed out that the customer is wrong, it will make things worse! Do not need to care about right and wrong with customers as a service industry. How to help customers make the right choices, and how to provide good service to customers that is the focus of service work. Secondly, understanding the psychology of the customer can help employees easily cope with them, but how do they cope when the customer is picky?
When customers walk into a store, the clerk take out the merchandise give him the choice, more than half of customers are very critical. Frequently, customers don’t want to buy something maybe have three reasons: show off own appreciative, looking for an excuse to demand for lower prices and thinking it’s too expensive, as a reason of do not buy it. Understanding these reasons, employees can more easily seel products. Actually, a salesman usually has three purposes: he or she hopes the transaction is successful, hopes customers come again, and hopes the customers to introduce other customers to the business, because a friendly staff.
Therefore, understanding customer psychology is a discipline. Serving customers as serving themselves, therefor they can provide a higher level of satisfaction. Finally, allowing guests to be picky, can improve the quality of companies and salespeople because many good advises from some customers. By contrast, Xiaoyao (2102) noted in “The difference between Apple and Nokia” that ten years ago, Nokia mobile phone sold was first place staler. With the advancement of technology people's requirements is also rising.
Because of the discerning of customers, Apple innovate their products to satisfy a client's needs. However, Nokia did not think that this is important. So, Apple exceeded Nokia less than a decade. Even though some vulgar and unreasonable customer think they always right, a simple philosophy said by Zhang (Gluckman, 2012): “we always think we are wrong and only take the customer’s need as right” can impel company carry on realistic reason of social activities is society advance and power that develop. In a highly competitive market, customers have a wide right of freedom choice and to purchase the commodity.
In fact, the customer also can fire anyone in the company, because they can spend money in other places that make customer like a boss. In my opinion, the customer is a consumer of goods and services and is the foundation source of enterprise. The survival and development of enterprises rely on the trust and support of the customer. Therefore, business should consider the issue from the customer’s point of view and it’s crucial to put customer’s satisfaction and their interests at first stage. Following this standard will improve sales and our profits.
In other words, there would be no profit if on customers bought products. Hence, taking care of the interests of the guests is to take care of the business own interests. As Zhang (Gluckman, 2012) said “we will always be wrong”. So we will do better! Reference Miller, R. (2012). Is the customer always right? Retrieved from http://www. thetrainingbank. com/article_is_the_customer_always_right. htm Gluckman, R. (2012). Every Customer Is Always Right. Forbes, 189(9), 38-40. Xiaoyao (2010,7). The difference between Apple and Nokia Retrieved from http://www. williamlong. info/archives/2236. html ----------------------- 1