Service with a smile

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the customer is always right

To follow up from the last blog, I thought I’d write a little more about customer service.

Have you heard the expression: The customer is always right.

I ask because a few years ago, I asked that question in a group and it was surprising to see so many people who either hadn’t heard the expression OR had heard it but didn’t believe it to be true . It didn’t apply to their business philosophy.

It always applies!

Okay, yes, a lot of times the customer is indeed wrong. But that’s not what you tell them…

You are there to serve them. To help them. To guide them. Even if they’re wrong.

I know it can be frustrating when the client is actually wrong but you still need to find a way to make them feel like they’re right, while guiding them to a different conclusion.

Whether it’s in person or online, first pause and take a breath before you respond.

You can then say things like:

  • How can I make this better?
  • What can I do to help you?

If you can’t figure out what the problem is, tell them you’d like to ask them more questions so you can better understand the situation. Let them know that you’re trying. And listening.

This also gives you more time to figure out another angle, a workaround to help them.

And there’s one more thing I want you to do:


Seriously. Give a sincere, calm smile. Whether the person can see you or not, smile – and see if it changes your approach in responding to them. (but don’t overdo it as you don’t want them to think you’re laughing at them!).

Creating a supportive, flexible and compassionate customer experience will help you build and maintain relationships. And as I always say – it will also help your business grow and thrive.

Have thoughts on this topic? Let me know!


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