Learning and development training

Thought for the day

The full archive of free daily management tips from our team of trainers.

‘Give your customers the benefit of the doubt’

There are actually some businesses that mistrust their customers – the very people who allow them to be in business at all! Shocked? Don’t be – yours is probably one of them! These businesses do things like demanding receipts for refunds (‘I don’t believe you bought it here unless you show me a piece of paper’).
  • Outstanding businesses are different
  • Outstanding customers are different
  • Outstanding customers seek out outstanding businesses
Can you imagine how you would react if the next time you complained the customer service person, shop assistant or waiter accused you of lying and making it all up to try and get some kind of special service, or even your money back? You would, of course, be outraged. Why then do you force customers to write in with complaints, produce receipts and fill in long forms to apply for cover under ‘conditional’ warranty?

How about this, the training company that offers a full refund, at any time, on any course or seminar if you are not completely delighted – stay till the end and ask for your money back! How many do? Less than one per cent, from thousands of delegates. Whatever it is your business makes or provides, decide that from now on you will believe that every customer is honest and trustworthy. If one per cent of these people rip you off and take advantage – don’t worry – the customers you attract and keep in the meantime will far exceed any losses

© The author

This thought has been taken from Graham’s book ‘Companies don’t succeed, people do!’ Graham delivers outstanding sales training – click here for details of some of his programmes.

Previous Thoughts for the day

Red Arrow‘Encourage your customers to be unreasonable’
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Red Arrow‘Give your customers the benefit of the doubt’
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Red Arrow‘Encourage your customers to complain’
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Red Arrow‘Being good enough, isn’t good enough – give customers a reason to be faithful’
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Red Arrow‘How to keep a customer for life – give them lots of reasons to stay’
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Red Arrow‘Close the customer service department’
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Red Arrow‘Customer satisfaction is everybody’s job’
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Red Arrow‘Customer satisfaction is not satisfactory’
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Red Arrow‘The answer is – yes!’
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Red Arrow‘What are others doing?’
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Red Arrow‘How can I take better care of my customers?’
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Red Arrow‘Every sales call is a free market research opportunity’
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Red Arrow‘The customer isn’t always right’
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Red Arrow‘Give your customers more than they pay for’
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Red Arrow‘Wash your dirty laundry in private’
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Red Arrow‘It’s OK to spend money’
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Red Arrow‘Expect the unexpected’
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Red Arrow‘Have a NIZ!’
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Red Arrow‘Dump trivia’
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Red Arrow‘Less is more’
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Red Arrow‘Speed up routine tasks’
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Red Arrow‘Stop doing other people’s work’
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Red Arrow‘Ask questions’
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Red Arrow‘Take control!’
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Red Arrow‘Listen!’
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Red Arrow‘You don’t have to answer the question’
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Red Arrow‘Shut up!’
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Red Arrow‘Be receptive’
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Red Arrow‘Go to the balcony’
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Red Arrow‘Think before you speak’
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Red Arrow‘You can’t stare – but you must watch!’
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Red Arrow‘Don’t be predictable’
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Red Arrow‘KISS’
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Red Arrow‘Aim high’
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Red Arrow‘Say “No.” ’
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