“The customer is always right.”

“The customer is always right.”

When I first heard those lines, it sounded disturbing to me. At the age of 16, I got my first job experience working behind the cashier’s counter of a famous fast food joint (read: McDonald’s).

I remembered sometimes getting ridiculous requests, customers mentioning the wrong name of the meals when they actually wanted something else. And somehow, somehow… the customer was always right. And somehow, anyhow… it was my fault. It was my fault because I punched in the order that they didn’t want (hey I just take orders), there was salt in the fries and because McDonald’s doesn’t serve the same chicken as KFC’s.

At the rash young age of 16, it was natural of me to snap back at those ridiculous customers – something you don’t always see at McDonald’s – only to be lectured by my floor manager in the staff quarters.

“You’re a good employee Edmund, but the customer is always right.”

This scenario didn’t change much when I took on my next full time job in a chemical manufacturing company. My former boss chose his customers above his work force, even when a small slew of his customers were obviously “bad apples”.

You see, if you keep bad employees then you’ll drive away the good customers. And if you keep the bad customers – not only will you drive away the good customers, your good employees will be gone in no time too.

Now are things any different in the shoes of an Internet Entrepreneur? I may be working for myself now but bluntly speaking, not quite.

Have Any Of These Ever Happened To You?
# Getting ridiculous refund requests from customers (and you know it IS ridiculous).
# For anyone selling products on ClickBank: you have people getting refunds for no disclosed reason. They got their money back AND your product.
# Get unpleasant emails from customers who are making unreasonable requests from your product or service that you render.
# Have customers who are quick to label you as a con-man before you could move a finger and are threatening to defame or sue you.
# Non-paying customers asking you a lot of questions via helpdesk or email.
# People buying your product with the intention of forcing you to do a Joint Venture with them, and on their terms, because they are already your customers therefore it seems obligatory.

If you answered YES to any of the above – high five, we’re on the same boat. NO? You’re either super lucky… or you’re not making any solid money yet. While this is expected to be parts and parcel of business of any kind, I personally found it that some recurring situations and scenarios are unique to the Internet Marketing arena.

For one common example, we have people using the tire-worn excuse “I didn’t have the chance to use the product therefore I want to ask for a refund”. There’s a ghostly chance of that happening in the off-line world, and usually what constitutes a valid reason in asking for a refund is if the merchant fails to deliver what he promises or that the product is not good/damaged.

Also, most people who are entering the world of E-Commerce as individuals are usually motivated by desperation. Thus it is also not uncommon to find people asking for their money back because of their bad financial circumstances.

So Is The Customer Always Right?

That depends.

Are human beings perfect? Nope. Are customers human beings too? Yeah, definitely. So, can they always be right? Not always.

I know this is an ironic catch-22 situation because as business owners, we need customers to keep our operations running, pay our bills, and we’re in it for profit, aren’t we?

But after having conversed with several business owners from different fields – and who are obviously more experienced than I am – they all agree one one thing: don’t just get any customer.

We always hear of consumers demanding for their rights, asking for whatever they are entitled to, and go as far as forming consumer bodies within their societies. Which is a perfectly fine thing to do to protect themselves from fraudulent merchants?

But what about the rest of us who are in business? We face the same problems as customers do in one area of effect: bad customers.

The Origin of the Phrase “The Customer Is Always Right”

My research suggests that the phrase was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909. The quote was used to convince customers that they will get good service at this company while also convincing employees to give customers good service.

Good Customers, Bad Customers

Just as with people, there are good people and the bad guys, nice people and not-so-nice people. While the good news is that in general, most customers are honest, polite and have well intentions – there is a small fraction with the potential of giving one an unpleasant experience, enough to spoil the day.

The tell-tale signs are usually similar: making unreasonable demands and saying along the lines of “it’s my right” or “I’m entitled to this” (don’t you just hate those words?) and “If you don’t meet my demands then I will publish about your rotten service on HubPages, Squidoo, Twitter… and did I leave anything out?”

What Do I Do When I’ve Encountered A Rotten Customer?

Being offended by nasty remarks from a customer is a natural knee-jerk reaction for many of us Internet Marketers and business owners. The first thing to do is examine if there’s any truth in what he or she is saying, and why possibly could he or she say so.

It might be a genuine fault on your part, who knows?

Maybe you over-promised and under-delivered. Maybe your sales copy is sending a wrong message and perception to your customers (this is quite common actually). Examine all possible angles that it might be an innocent error on your part that is causing discomfort on your customer’s side.

However if the customer is downright rude and making unreasonable demands of your service, remember that even as a paid customer he has no right to hurl abuse at you.

In such event, don’t be afraid to exercise your decision in firing your customer (who says firing is just for employees?). It’s plain simple as said before: if you favor your bad customers over other customers and your staff, your good customers will go first. THEN your employees. And THEN your bad customers after you find out you can never please them.

If someone threatens you or is giving you a hard time, just say along the lines of “sorry but I have to let you go” and in exceptional cases, if refunding their purchase will keep them away do it. It’s not worth keeping a $37 sale and not be able to sleep at night. It may mean losing their business but you get to sleep better and keep your mind in a healthy frame so you can pursue more business with a better class of buyers.

DON’T SCREW THEM BACK: like most of us, I admit that screwing those losers seemed like a perfectly nice thing to do. But more often the problem is that this will just give the bad customers “ammo” to fire back at you. And if it is in writing like email or letter, they will have something to hold against you. Stay polite and keep professional. Not an easy thing to do but remember about your career’s future, your other good customers, and your partners.

Another plus to this is that since you’re polite, they cannot have anything solid against you and would think twice about publishing about your business publicly (because others can clearly see what a nice person you are… and what a jerk he or she is!) And if you’re thinking of the possibility that they can fabricate the story, this is where keeping copies of your email correspondences pay off so that you can defend yourself.

The “It’s My Right” Mentality

You will find that this is a favorite line some of these rotten apples stick to. Firstly, it’s perfectly right for a customer to get what he or she deserves from a product or service. Things like good customer service, get your product delivered on time, getting warranties, etc.

But remember also that he or she is not entitled to taking up your personal time (unless you’re in the coaching business), getting the rest of your stuff for free, abusing your helpdesk and support, and certainly not walking away with your spouse!

So is the customer always right? If you still think they are, then be prepared for sleepless nights!

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Article Source: http://EzineArticles.com/?expert=Edmund_Loh

If you are looking for a lovely family run 3 Diamond Bed & Breakfast in a restored Victorian listed building, then the Athena Hotel in Sussex Gardens W2, located in a beautiful tree lined avenue, is what you are looking for. Seven minutes walk from Hyde Park, the Athena Hotel is Ideally located being the perfect choice for holiday makers, business executives and shoppers. Being minutes by taxi to London’s West End, Knightsbridge and not far from the city, this is the ideal base to explore London. A short distance from Paddington Station, many more attractions are located a short distance of the hotel
including restaurants, shopping, Madame Tussaud’s, Oxford Street and Marble Arch or if you prefer being only two minutes from Paddington station, Hyde Park and being close to Lancaster Road and Bayswater Road, then the Shaftesbury Premier London Paddington on Westbourne Terrace, is set back in a private terrace but accessible from all major routes into and out of the heart of London and offering spacious executive, family and standard rooms, with rooms being en suite and having been designed to make your stay as comfortable as possible with warm colours and furniture. All rooms have a plasma TV and complimentary 24/7 broadband internet access, with their Eclipse Bar/Restaurant being a sophisticated, spacious and elegant dining and meeting point for friends and family.

In Orchard Street W1, the Selfridge hotel combines traditional comfort with the convenience of modern facilities. This deluxe hotel offers the best in service and a relaxing atmosphere. Guests can choose from a sumptuous selection of executive rooms, studios and suites. Rooms are equipped with modem points along with Wireless Internet in all bedrooms, meeting rooms and public areas. Situated in the heart of the West End with Marble Arch, Bond Street, Oxford Street, Regent Street and Selfridges being just a short walk away. The exciting night life of the West End waits on the hotel’s doorstep. If you prefer your hotel to be in a garden square and just a few minutes walk from Hyde Park and Paddington
station then try the Quality Crown Hotel Hyde Park in Talbot Square Paddington, this contemporary yet classic hotel is renowned for its hospitality and surprisingly tranquil location. The hotel is just 15 minutes from Heathrow Airport via the Heathrow Express. And in spite of its quiet location, you will find unparalleled access into the heart of London. With Oxford Street, Kensington and Marble Arch being near. The attractive town-house style blends with the up to the moment amenities including wireless and ADSL high speed internet access, flat screen TV and on-demand movies and music.

In a lovely tree-lined street in Sussex Gardens sits the Gower Hotel, a small family-run bed and breakfast hotel. The Gower Hotel is conveniently situated in the Paddington and Hyde Park area. The owners, the Stavrou family, pride themselves on providing a personalised service, making their guests feel very comfortable along with reception staff assisting with directions, sightseeing and theatre bookings. Being within close distance of Paddington station, restaurants, shops and famous London attractions, the Gower is also near Hyde Park, Madame Tussaud’s, Oxford Street, Marble Arch and many more attractions. With the Best Western Shaftesbury Paddington Court hotel on Devonshire Terrace being only 300 metres from the Heathrow Express Terminal and yet set amidst traditional surroundings that recapture some of the elegance and charm of Victorian England, this hotel is ideally located for both the business and leisure traveller. Being in a perfect central point from which to explore London, near to the Paddington and Lancaster Gate underground stations with Hyde Park, Kensington Gardens, Marble Arch, Edgware Road and Oxford Street are all within five to fifteen minutes walking distance.

Friendly service ensures that your stay in the Queensway Hotel in Sussex Gardens will be an enjoyable one. Ideally situated for shopping in Oxford Street, Bond Street and Knightsbridge. The Queensway Hotel is located next to Hyde Park in Paddington, Central London. They provide a high standard of comfort which combines nicely with a wide range of facilities. All rooms have private baths and/or showers and toilets, television, direct dial telephones, tea and coffee making facilities, trouser presses and hairdryers. Both Paddington and Lancaster Gate Underground stations are close by and there are also several bus routes giving service to theatres, museums, galleries and historic monuments. Being in one of the most desirable areas of London, the Abbey Court Hotel Hyde Park, is located in the quiet tree-lined avenue of Sussex Gardens and provides an ideal base for exploring London. Being popular amongst tourists and business guests because of its location and reasonable rates, it is close to Oxford Street and Marble Arch for shopping and within a three minute walk of Hyde Park which offers jogging,
cycling, sailing and riding facilities. Within a five minute walk are the Paddington, Lancaster Gate and Edgware Road stations, numerous bus routes, as well as the Heathrow Express and Air Bus Link (A2) to Heathrow Airport. Also within easy reach are the famous tourist attractions of the West End including theatres, museums and London’s shopping centres.

The Four Star Shaftesbury Premier London Hyde Park hotel on Westbourne Terrace, offers 119 rooms, while being situated close to London’s Hyde Park and only three minutes from Paddington Tube and the Heathrow Express. Originally The Hyde Park Paddington, the hotel was renamed as The Shaftesbury Hyde Park Paddington being newly refurbished in March 2006 and is now fully air conditioned. Offering spacious executive rooms, family rooms and standard rooms to meet the guests requirements, the rooms have been designed to make your stay as comfortable as possible with the choice of warm
colours and furniture. Each room being provided with 24/7 complimentary broadband access, direct dial telephone, interactive TV and supplying you with tea and coffee making facilities. Offering a splendid base for your stay in London, the Abba Queen’s Gate Hotel in Queen’s Gate SW7, has been kept in its original classic Victorian splendour, with freshly refurbished rooms offering a wonderful mix of classic and contemporary style and offering bathrooms that have both tubs and a shower. Family rooms are spacious and offer comfortable living space when staying. All the rooms have free tea and coffee making facilities, modem-point telephones, wifi and work desk along with Pay-movies, Terrestrial TV and radio channels.

The Westpoint Hotel in Sussex Gardens Hyde Park, is always a popular choice with tourists and business guests alike because of their excellent location and reasonable rates. The Westpoint has excellent access to all the famous attractions whilst being located in the quiet, tree-lined avenue of Sussex Gardens. With a choice of 71 bedrooms, all with private showers and toilets and having the convenience of there being lifts to all floors. Close to Oxford Street and Marble Arch for shopping
and only a three minute walk of Hyde Park which offers jogging, cycling, sailing and riding facilities. Looking for hotel in a former stately Victorian terraced town house, then the Darlington Hyde Park in Sussex Gardens, offers high standard accommodation with modern facilities, which ensure that the expectations of both the business and leisure traveller are fully met. Less than a 5 minute walk from the Heathrow Express terminal at Paddington station, this 40 bedroom converted hotel prides itself on its attention to detail, cleanliness and hygiene combined with a high level of professional customer service, ensuring that the Darlington Hyde Park is always an enjoyable stay. The Darlington Hyde Park
prides itself on being a strictly non-smoking establishment.

With a dedicated ‘Business & Service Centre’ offering secretarial support, word-processing, photocopying and faxing the Radisson SAS Portman Hotel on Portman Square is dedicated to the needs of both the business traveller and those on holiday. Located in a secluded corner of picturesque Portman Square near Marble Arch, the hotel is in the heart of London’s West End, with Selfridges, Marks & Spencers and the famous shops of Oxford Street and Bond Street being just a few minutes walk away. Hyde Park is also just around the corner offering a peaceful haven in which to walk and relax. There is also a mobile telephone hire facility, and in addition, business travellers will appreciate the hotel’s close proximity to the commercial districts. Alternatively, Paddington Court Rooms in Devonshire Terrace, is situated just a five minute walk from Paddington station. This hotel is ideally located for many of London’s top attractions including Hyde Park and Oxford Street. Offering 17 guest rooms all of which have private en suite bathroom facilities with the rooms being decorated to a high standard,
which ensures guests have a comfortable stay when in London.

The exciting new central London based Quality Crown Hotel in Paddington’s Praed Street, brings a modern designer-style at an affordable price based at the heart of central London’s tube and bus network. Contemporary and Executive rooms are all non smoking and feature air conditioning, wired and wireless high speed internet, large flat screen TV with on-demand movies and CD’s, sound-proofed glazing and over-sized power shower. The Gallery Lounge and Bar features Sky Sports on a 42 inch plasma TV and the hotel boasts a Fitness Centre, atrium-style Executive Lounge and Conference Rooms for 12 delegates.

Philip runs the travel website http://www.travel05.co.uk Flight, hotel and travel booking.

Article Source: http://EzineArticles.com/?expert=Philip_Graham