Seems Seth Godin doesn’t think Customers are always right! I’ve always tried to remember that the problem in not taking the Customer as always right, is that you can’t ever win an argument with a Customer – he has the last word, he can take his business elsewhere.
However I agree 100% with Seth on this:
“Some consumers are short-sighted, greedy and selfish. Extend yourself a little and they’ll want a lot.
Offer a free drink in the restaurant one night and they’re angry that it’s not there the next. The nuts in first class weren’t warm!
The challenge of winning more than your fair share of the market is that the best available strategy – providing remarkable service and an honest human connection – will be abused by a few people you work with.
You have three choices: put up with the whiners, write off everyone, or, deliberately exclude the ungrateful curs.
Firing the customers you can’t possibly please gives you the bandwidth and resources to coddle the ones that truly deserve your attention and repay you with referrals, applause and loyalty.”
Think about it!
The picture? My partner Ireen and my daughter Alexandra in January 1998 surveying the house we’d just bought to convert into a restaurant with rooms!