This may shock you but, in fact, the customer is always wrong

This may shock you but, in fact, the customer is always wrong

We all know that the customer is always right.

Right?

Wrong!

If the customer was always right then they would be taking what you have to offer and not paying you for it.

I exaggerate to prove a point but that is what they want in reality.

The customer is always wrong – but sometimes you have to let them think they're right.

The trick is to always give your customer an option – and for all of those options to be win/win.

If they want something, don't just say 'Yes'.

Instead, think about 'Yes, but...'

Can I have it by tomorrow?

“Yes, but...there is an additional charge for quick delivery.”

Now they have a choice between paying less or getting it fast.

Either way, you're happy and, once they've decided, they're happy too.

Incidentally, don't actually say 'Yes, but...'

Linguistically, you may prefer something more along the lines of 'Of course we can, and if we do that then...' as it's more positive.

It's the internal dialogue I'm referring to. The 'Yes, but...' interrupts your standard pattern of thinking and allows you to make a different and better choice, than just giving the customer everything they ask for.

So, give it a go and see what difference it makes.