The Customer is Always Right...right?

March 15, 2013  •  Leave a Comment

  The customer is always right, we've heard this over and over and over and over.....

But lets look at it from another standpoint: yes-we, as small business owners (or business owners in general) strive to create the exact look, feel and marketing that you want. And a good business person will bend over backwards to ensure you're getting what you expect when we had our initial meeting. However (business owners, I'm talking to you), being the expert in the line of work that you're hired to do-it's your responsibility to steer your client in the direction that puts them in the best light possible. And sometimes that is a different direction than what was originally talked about. Usually this is more time consuming than the original idea, but in the long run your client will be happy and will most likely rave about your company and how they were treated like a person instead of a number.

 

I will now share with you just one example that I've personally done in the past. A client contacted me about creating a DVD-they already had shot all the files and just needed to compile them into a disc. That is the extent of what the client wanted. Now, with me having been doing this for a little while, suggested that, for no extra charge, I told them that I would import all of their files (different formats, so it took a few days), put animation and graphic titles where they needed to be, separate them into chapters as well as create a custom DVD cover and labels. Now, let's go back to the original plan: the customer just wanted all the different clips to be strung along in a long line and then exported onto DVD. With just a little more elbow grease, I was able to give the customer a professionally produced DVD.

Granted, I did not get paid extra (nor did I ask for compensation) for the extra work-but the customer left happier and I have been contacted by the same company asking about future jobs.

I guess the point to all of this is, yes-the customer is always right-but it's your responsibility to give the customer a professional product with professional attitude. That's just good business. Making money is great, but making long-lasting work-relationships is priceless.

 


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