The Customer Isn't Always Right

If your business involves working with customers, you’ve probably heard the old maxim, “The customer is always right.”  Sometimes, however, nothing could be further from the truth.  The customer is always the customer, but they’re not necessarily right. In the print world, we work with clients who have ideas they need to have communicated in some visual way.  Whether it’s a business card or a large sign project, our customers need a final project that is visually appealing and easily understood. Sometimes our customers come to us with files or ideas that won’t accomplish their purpose.  At those times, it’s our job to redirect the customer – gently and diplomatically. Our business is staffed by a team of professionals who have training and experience working in marketing and graphic design.  We work with cutting-edge technology, using the state-of-the art equipment and all the materials required to deliver a stellar finished project.  If we don’t bring our expertise to the table with every customer interaction, we’re failing in our job. Sometimes it’s necessary to tell a customer that they’re wrong, that their idea will fall short.  Diplomacy is the key to those tough conversations.  We start by acknowledging anything in the customer’s idea that works or can be tweaked to work.  Only then do we begin to gently explain what needs to be replaced or tossed out entirely. Most times, customers listen to what we have to say – especially when we’ve built a relationship with them and they understand that we have their best interests in mind.  Sometimes customers want it their way and, in those circumstances, we graciously comply.  While we may not agree with their decision, they are still, afterall, the customer. Do you ever need to tell a customer that they’re wrong?  How do you handle those circumstances? ©2019 AlphaGraphics Franklin