In the beginning of the 20th century, the founder of Selfridge’s department store in London coined the iconic phrase “the customer is always right” to have customers believe that they will always get their way. Despite the motto surviving more than 100 years, is this still a viable maxim for businesses to follow?
Customer service experts think not. Customer service is all about managing expectations. By giving false expectations to customers, service will always fall short. Instead of providing unrealistic expectations to your customers, discover what your customers are really looking for and what they need to keep them happy.
– J.D. Crowe, Southeast Mortgage