The Customer Isn’t Always Right!
August 15, 2011
I’m going to make a bold statement that I believe with all of my heart and soul. No company that I’ve ever encountered in my thirty plus years in the business cares more about their customers and works harder to offer the finest possible customer service than we at EE Robbins do. It is what we are all about. Every EE Robbins associate would readily attest to this. They will tell you that this is our reason for being. We don’t worry about making a sale. We worry about making a happy customer. And every EER associate knows that we won’t accept less than outstanding service to every customer every time. Are we always perfect? Of course not. We make our share of mistakes. Actually, probably less than our share. Nevertheless, every company is going to make mistakes once in a while. It is impossible for any person or company to be perfect. That doesn’t mean we don’t try to be.
On those rare occasions when we do slip up, we sometimes surprisingly find that a customer has gone on one of the review sites like Yelp or Citysearch. etc. and ranted about our company. This is without even first bringing a problem to our attention? I find this practice more and more common and extremely frustrating. Sometimes, after researching the problem(s), we find it was just a misunderstanding and the reasons for the rant were totally without basis. And other times, we discover that we just didn’t get the job done quickly or correctly. We wanted to, but something along the way just didn’t go the way we intended it to. In any case, once we know about it, we’ll do everything we can to get the problem corrected as quickly as possible for our customers. However, when this happens, we also hope and expect our client will be patient with us and courteous. We value each and every customer tremendously, but I also greatly value our associates. We have gone to great efforts to find the finest possible associates. It has taken us years to find these bright and sincerely caring individuals. Outstanding people like our EE Robbins staffs are not easy to find. And I am very proud of them – each and every one of our associates. In fact, at this point in time, I believe them to be the very best in the business – the most thoughtful, caring and talented people I know of in our industry. I haven’t always felt that way, but after much time and effort and many years of searching, I sure feel that way now. And because we are a small family owned company, after so many years, we establish a real bond with each other. So I can’t, and won’t, allow our associates to be mistreated any more than I could tolerate our customers being mistreated. We all deserve to be treated with respect. At times, we’ll encounter customers who are rude and abusive.
The wonderful thing about owning a business is that while customers have the right to shop where they choose, we also have the right to choose who shops in our stores. We’re nice people and we in turn like to work with and help nice people. Those who are not considerate of others can shop elsewhere. Life is too short to have to suffer abuse. We deserve the best and so do our customers.
We’ve all heard the cliché, “the customer is always right”. I’m sorry, but there are times that the customer is not right. I like to say that the customer is right 99% of the time. Sometimes people are not only not right; but some are not very nice at times. So to those customers who are rude, mean-spirited and/or insulting, you can shop elsewhere. In all the years I’ve been in business, I’ve only had to tell a handful of customers that we don’t want their business and I hope I never have to again, but the truth is, I’d rather offend one mean-spirited customer than lose one of the wonderful associates who serve the great majority of our customers so well.
We are all consumers at one time or another. If I’m shopping at a certain business and I have a problem, I first politely explain the problem to an associate and give that associate and their respective company an opportunity to correct the problem. If they are unable to resolve that problem, I then ask for the Manager or Supervisor. If the problem is still not resolved, I’ll then try to go as “high up the ladder” as possible. After I’ve exhausted all efforts, I have no problem shouting to the world that this company just doesn’t care. At EE Robbins, we’ll always do everything we can to see that our clients are thrilled with our company. If you’re not happy with us after you’ve asked one of our associates to help, and then if they haven’t resolved the problem, let one of our managers know about the problem and finally if need be, let me know and you have ultimately exhausted all your efforts to have your problem(s) rectified, then please feel free to shout out our shortfalls to the world. But first give us a chance to get it right for you, won’t ya?
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