The Customer Is Always...Right?

The primary benefit you bring to your customers is your expertise. In 2009, everyone is trying to commoditize everything. If your customers can get the exact product or service that you offer for a cheaper price, why are they going to continue to buy from you?

The answer is simple. You cannot be commoditized unless you allow it. Your customers deal with you because of the value you bring to the table that is above and beyond the monetary value of product or service that got you in the door to begin with.

Maybe your customers can buy your products or services at a cheaper rate from the guy down the street.

But you are not a part of that deal. They get the product or service, but they don't get you.

Having made that statement, what value are you bringing to the table? When your customer asks for a product or service that is not the right offering for them, do you sell it and wipe your brow in relief because you've made another sale, or do you stand up for the integrity of your business and gently guide them to the right solution?

The second option requires courage and integrity.

The first option does not.

Where do you stand?

The customer is ALWAYS right. Except for those times when they are NOT.