Comments on: 5 Reasons “The Customer is Always Right” is Wrong http://saleslaundry.com/2009/04/17/5-reasons-the-customer-is-always-right-is-wrong/?utm_source=rss&utm_medium=rss&utm_campaign=5-reasons-the-customer-is-always-right-is-wrong Folded and Pressed for Sales Success Mon, 04 Jul 2011 06:23:00 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: Business Coaching on Servant Leadership: Are You Serving Your Customer or Your CEO | Sales Laundry http://saleslaundry.com/2009/04/17/5-reasons-the-customer-is-always-right-is-wrong/comment-page-1/#comment-87 Business Coaching on Servant Leadership: Are You Serving Your Customer or Your CEO | Sales Laundry Wed, 29 Apr 2009 08:33:48 +0000 http://saleslaundry.com/?p=698#comment-87 [...] this past weekend, I ran across two simple company organization charts that brought me back to a previous post on customer service and posed an interesting question I want to get your thoughts [...] [...] this past weekend, I ran across two simple company organization charts that brought me back to a previous post on customer service and posed an interesting question I want to get your thoughts [...]

]]> By: Rachel Bentham http://saleslaundry.com/2009/04/17/5-reasons-the-customer-is-always-right-is-wrong/comment-page-1/#comment-50 Rachel Bentham Mon, 20 Apr 2009 20:57:50 +0000 http://saleslaundry.com/?p=698#comment-50 Ouch! David, are you really saying marketing is to blame for disconnect between the sales guy and the customer's satisfaction? I agree Marketing is a vital point in a company's vitality, however, if a CEO refuses to listen to the one in charge of marketing, it will not matter what metrics he provides. Marketing is only worth anything if someone is willing to act on the judgment of the ones they have hired, in other words, letting the person do the job they are paid to be doing! Ouch! David, are you really saying marketing is to blame for disconnect between the sales guy and the customer’s satisfaction?
I agree Marketing is a vital point in a company’s vitality, however, if a CEO refuses to listen to the one in charge of marketing, it will not matter what metrics he provides.
Marketing is only worth anything if someone is willing to act on the judgment of the ones they have hired, in other words, letting the person do the job they are paid to be doing!

]]> By: david jarvi http://saleslaundry.com/2009/04/17/5-reasons-the-customer-is-always-right-is-wrong/comment-page-1/#comment-49 david jarvi Mon, 20 Apr 2009 18:29:07 +0000 http://saleslaundry.com/?p=698#comment-49 Superb post that should be a part of a business school curriculum -maybe even the foundation for a book. There are so many implications/consequences of the idea that the 'customer is not always right'. I think the sales/marketing/cust serv disconnect is mainly to blame. CEO's & Marketing, in my opinion, should take the blame for the disconnect/lack of leadership. Without direction, sales & service will do their jobs -- get customers by any means necessary.. & make people happy, by any means necessary. Marketing should provide metrics to the CEO to inform LCV (Lifetime customer value), customer acquisition costs, etc... And CEO (like the southwest CEO) should then make the strategic decision. Ultimately, i think the grow-and-serve-at-any-cost strategy isn't the worst strategy (adolescent) but learning how to say "NO" to bad revenue is a sign of maturity (adulthood) Additionally, Marriot's key to success is #1 treat your employees right #2 treat customers right Superb post that should be a part of a business school curriculum -maybe even the foundation for a book.

There are so many implications/consequences of the idea that the ‘customer is not always right’.
I think the sales/marketing/cust serv disconnect is mainly to blame. CEO’s & Marketing, in my opinion, should take the blame for the disconnect/lack of leadership. Without direction, sales & service will do their jobs — get customers by any means necessary.. & make people happy, by any means necessary.

Marketing should provide metrics to the CEO to inform LCV (Lifetime customer value), customer acquisition costs, etc…

And CEO (like the southwest CEO) should then make the strategic decision. Ultimately, i think the grow-and-serve-at-any-cost strategy isn’t the worst strategy (adolescent) but learning how to say “NO” to bad revenue is a sign of maturity (adulthood)

Additionally, Marriot’s key to success is #1 treat your employees right #2 treat customers right

]]> By: Val http://saleslaundry.com/2009/04/17/5-reasons-the-customer-is-always-right-is-wrong/comment-page-1/#comment-46 Val Fri, 17 Apr 2009 19:19:57 +0000 http://saleslaundry.com/?p=698#comment-46 I am glad you liked the article, Rachel and thanks for stopping back by. One of the books he is quoting, <a href="http://www.amazon.com/gp/product/0471356522?ie=UTF8&tag=saleslaundry0715-20&linkCode=as2&camp=1789&creative=9325&creativeASIN=0471356522" rel="nofollow">From Worst to First: Behind the Scenes of Continental’s Remarkable Comeback</a><img src="http://www.assoc-amazon.com/e/ir?t=saleslaundry0715-20&l=as2&o=1&a=0471356522" width="1" height="1" border="0" alt="" style="border:none !important; margin:0px !important;" /> is a good read on the customer service disaster that was Continental Airlines and how Gordon Bethune turned it around. I am glad you liked the article, Rachel and thanks for stopping back by. One of the books he is quoting, From Worst to First: Behind the Scenes of Continental’s Remarkable Comeback is a good read on the customer service disaster that was Continental Airlines and how Gordon Bethune turned it around.

]]> By: Rachel Bentham http://saleslaundry.com/2009/04/17/5-reasons-the-customer-is-always-right-is-wrong/comment-page-1/#comment-44 Rachel Bentham Fri, 17 Apr 2009 17:34:10 +0000 http://saleslaundry.com/?p=698#comment-44 This had to be an "aha" moment. Thank you for publishing this article. As you know, customer service means a great deal to me, and reading this opened my eyes a bit more to selling in reality. The company I worked for put their employees first and expected their employees to put the customer first...which is a good way to keep a system of checks and balances, I believe. Thanks for the post! This had to be an “aha” moment. Thank you for publishing this article. As you know, customer service means a great deal to me, and reading this opened my eyes a bit more to selling in reality.
The company I worked for put their employees first and expected their employees to put the customer first…which is a good way to keep a system of checks and balances, I believe.
Thanks for the post!

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