Do You Think Customers Are Stupid?

Pay close attention to

Do not pay attention to such hypocrisy metaphors and cliches like "customer first" and "customers are always right".

When employees encounter setbacks or deadlines, they rarely talk about those most difficult to serve and / or most important customers.

What employees say in a very special period and the way they speak are worth pondering.

So listen carefully.

Whenever possible, polite criticism and criticism should be welcomed.

But arrogance and contempt are often everywhere.

In knowledge intensive industries, "the smartest" and the most competent experts sometimes feel that customers are ignorant and incompetent, and ridicule is always blurred.

But this kind of behavior can not only play a role in venting, but it is erosive.

The keynote of high level is very important.

20 years ago, when Gerald Ratner (Gerald Ratner) delivered a speech at the Britain s Institute of Directors, she tried to show off her sense of humour, but she was self defeating because of poor consideration. This is the most notorious example of CEO's contempt for customers.

As we all know, he said his company's products were "totally rubbish."

As a result, tabloid reporters and investment circles launched a fierce attack on him, and the value of the company named after him fell sharply, eventually leading to his embarrassing resignation.

According to The Economist, Frederick Ruzo (Frederic Rouzaud), the new leader of Louis Cristal, has recently expressed contempt for the American rap music industry's pursuit of high-end products: "we can not prohibit others from buying LOUIS ROEDERER.

I'm sure Dom Perignon champagne or Krug champagne will be willing to do this business, "Cook said.

Of course, this is indeed the case.

But Mr. Ruzo's remarks directly led to Jay-Z and other hip-hop stars publicly resisting the crystal champagne, instead of supporting their competitors.

But more important questions remain: why do leaders of some organizations speak rudely or impolite to customers?

If you treat or despise the customer is part of the "brand experience" - listen to Michael Oliri O (Leary) of Ryanair, I am speaking to you - so this attitude of disdain is also commercial in Ruian. (Michael)

But if these statements really reflect the views of the organization, then customers and customers will not be surprised if they choose to pay back their teeth.

According to my experience, most business people are not very skilled in acting. When facing difficult or annoying customers, they can not hide their scorn from beginning to end.

When software developers ask curiously, if they upgrade the new version, "dogs will not eat dog food", or when securities brokers laugh at each other and tell them how to cheat a customer (organization or individual) for more commission, the organization is letting a dangerous speech stereotype into a cultural norm.

It is not funny to make fun of customers; this behavior is abnormal, which is like self destruction.

Dismissing employees who ridicule or defame customers, although they can clearly convey the core values of the company, they avoid the real leadership challenge.

What are the constructive efforts of beneficial criticism and the effort to pform difficult customers?

How can you help employees not only vent their frustrations while criticizing their customers, but also create positive solutions?

I often cite an example of a software company.

The company has been complaining about a big customer, complaining and crying, because customers are not training enough for their employees, resulting in staff unable to use the company's system correctly.

The customer (of course) keeps complaining and asks the company to send people to solve it and refuses to pay.

Purchasing department accuses IT department, IT department accuses human resources department.

However, customers are not responsible for their long-standing dysfunctional problems.

Needless to say, developers and customer teams hate this customer.

This hatred not only hurts their morale, but also makes other customer teams and developers complaining about customers' complaints.

A terrible customer has had a detrimental effect on the whole company.

Finally, the top management came forward.

They asked sales and customer service staff to design a fair and reasonable way to deal with this problem customer.

Within 10 days, the team put forward an idea and got the support of the highest level.

The software provider will offer "special offer" on the next software upgrade, but the premise is that the customer must agree to send enough staff to the company for special training.

In other words, the supplier (rather than the customer) will provide the main function training for the users.

What is the climax of the story?

The client rejected the proposal.

They want to enjoy special offers but do not want to receive training.

Without careful reflection, the company quickly confirmed the fact that everyone now knows that they never want to make money from this client.

Worse still, the opportunity cost of this customer weakens the company's ability to attract better customers.

So the software vendor gave up the worst customer.

Some customers and customers are really too stupid and self destructive. They can hardly be described in words.

But companies should not tolerate employees who use them as trash cans and casually complain, but should eliminate such customers.

In your company, are employees' complaints about customers a source of innovation and inspiration, or some disturbing undesirable factors in organizational culture?

I'd like to hear your complaints.