Previous month:
July 2013
Next month:
September 2013

Is Your Cleaning Customer Always Right?

We post questions about four times a week on our Facebook and LinkedIn pages, and often get some great discussions going. We recently asked followers this question -- Is your cleaning customer always right? Here are some of the responses we received:

No they are human beings too. Lol

No person is 100% right, 100% of the time. That doesn't mean we don't approach customers with the utmost respect because they're human beings and inherently deserve respect, but it does mean that we need to be careful about how reactive we are in certain situations. I've found that these sorts of "right vs. wrong" scenarios are more about mutual respect and mutual understanding than about some arbitrary absolute. I could go on and on, but this is, in my opinion, a false tradition in customer service.

NO. Sometimes they are just plain crazy or they want something for free and the trick is figuring that one out.

I would say no, but you always want to find a solution to make them very satisfied.

I would have to say that "Yes, the customer is always right."

No ... not always. Their opinion does matter, but definately not always right.

No, the customer is not always right but we are professional when pointing it out. We do everything we can to provide the service they need otherwise we would be out of business.

Years ago....absolutely! Theses days....no so much...at least based on what I see day-to-day.

Most of the time.

Yes, always that what I had learn since I been in the cleaning industry.

No. But I'm not sure if that's the real goal of either parties (to be right or not). I believe we're both looking for our need to be met. When we're able to clearly explain the benefits of our products (which ISN'T cleaning) in the way the client receives information & we're able to collaborate on solutions where we both take ownership on the outcome, there's no concern about whose right or wrong. It becomes "Are we the right fit for each other? "

The customer may not always be right but they are always the customer.

I think we can all agree that our clients are very important to us and we want to make them all happy no matter what it takes. That's where the "customer is always right" stems from. But we also know that there are those clients that are a little "looney-tunes" and we'll never be able to make them happy. But I agree that being right or wrong really isn't the point. When we find ourselves in these situations with a client we need to solicit their feedback on what is going to satisfy them. In the case of "Miss looney tunes", where they're being totally unrealistic or even belligerent, then it's decision time. What are you going to do to satisfy this client to the degree you are able, and then how are you going to move forward? If it's an ongoing problem, then perhaps you aren't the right fit and you'll best serve your customer by recommending someone that CAN help them in the way they deserve.

We'd like to hear YOUR take on this topic so post your thoughts by clicking on the Comments link below.

P.S. Please join our Facebook discussions by "Liking" our page at
https://www.facebook.com/thejanitorialstore

And link to me at http://www.linkedin.com/in/jeanhanson