I was consulting with a client helping them create their strategic sales plan. The concept and notion of 'the customer is always right' was brought up as a stop gap between sales and operations.
The management team stated that repeatedly the sales team seemed to drop this "bomb" on the entire enterprise causing internal strife and sub-optimizing profits.
The client sighted the typical mantra from Sales:
The problem is played out in two lethal insidious ways.
This implies the company needs to institute formal mechanisms that make it easy and effective to engage internal resources and connect them with the customer to find systemic solutions.
The best sales professional view these situations as great opportunities to drive deep and wide into both their organization and the customer's to create an attitude and structure for future problem solving.
Don't let your sale managers, sales team or sales professionals exercise short term laziness or feel good tactics employing the "customer is always right" bomb mantra!
Copyright © 2014 Dave Neal
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