I have been in a form of customer service for the past 12 years on my full time job. Currently I'm an Account Manager for a business that does nondestructive testing of aerial devices and I manage some of my company's nationwide customers. I have always been told "the customer is always right". Wrong. I don't believe that statement is entirely true. It is true that they might start out thinking that way but with my knowledge I lead them to the truth or what is right. That is what my job is. To answer questions to lead to the truth of whatever the situation may be. A lot of times the customer has no idea what they are asking for...whether it be in the testing field or the Real Estate field. It is my responsibility to be educated so that I can answer the questions that people have. I do believe that knowledge is power so in order to gain or hold onto respect from the customer/client we must be educated.
I feel as a Real Estate agent I should go above and beyond meeting the needs of my clients. But I was reading a blog by a fellow agent, Barbara, and she was talking about the clients she had that she thought loved her and after all of Barbara's hard work they didn't use her in the end. So is going above and beyond the best thing...not necessarily so. Along with knowledge, you need discernment. I have been with those clients like Barbara's and early on have learned that not every buyer is actually looking for a home to buy. Imagine that. Some of my first showings were to a client that was looking at floor plans because he wanted to build a new home. House after house...until I finally caught on. I was a newbie and I looked on it as a learning experience...learned how to use my key pad really well on the lock boxes and got into the habit of leaving a business card at each home I showed. The little things you know...
So is the customer always right? Maybe in an arguement or disagreement? I've never been in an arguement with a customer/client at either of my jobs so I can't prove it either way. There have been discussions but they have been of the friendly variety. Information gathering if you will...But I have hung up the phone before wishing I never picked it up.
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