Originally Posted by ANMMark
the customer is not always right, but there are many ways you can show a customer the right way, letting them see their error in a subtle way, without making them feel stupid, or alienated for their issue.
Thats the way.The customer is NOT always right as the webhost CANNOT always be right. Humans simply Err.
I think the guy that first sayed "The customer is always right" should have stated it more correctly,saying that "Even if the customer is wrong ,dont rub it in his face until he/she starts hating himself
" ...I guees this is too long though to be a catch frase.
I appreciate it when a bussiness man that has me as a customer shows me the errors of my ways the same way as i appreciate admiting his errors.Honesty is a MUST but diplomacy has its place.
Some people might disagree with me or Mark. "Whats the downside of Customer is Always right? " i hear you say?
Consider that as there are bad hosts ,dishonest companies and fraudulent bussnessmen there are also bad,dishonest ,fraudulent customers.A "Customer Is always right" approach with them can compromise your server's security,your bussiness and of course your credibility if you dont know where to say no to a customer.If a customer insists on running a script that causes 1001 problems at your server be sure to discourage him and work it out.You could kick him out in bloody screams,its more prefferable that you explain in decent language what happens and how it can be rectified.
Wouldnt it be unfair for other customers of yours not to take action where it is needed in accordance to a single customer's wrong handling,only not to disobey the "Right customer" moto?
That can set you apart from competitors so utilize it!
Also be aware that some customer's expectations are unrealistic! If one chooses a shared webhost plan of your company and starts demanding that you design his webpage (where you dont offer it) ,you install his prefferable control panel for him,turning blind eye when he serially overcomes his allocated bandwidth,giving him shell acces "just to try stuff" and you taking all the time action on matters that is NOT your responsibility ,well is this customer "always right"? I think not...
So let me rephrase : "Customer is Mostly Happy".And in order to do that "Company must be Mostly Happy"!
(I refrain from the "always" ,since so many variables are involved ,some out of our reach!)