“The customer is always right” is often a quoted by organizations as a way to instill a mindset of service at all costs. But what if this cost is too high for an organization to maintain profitability? At that point is the customer still right?
Customers historically were right because they were the ones paying for a product or service. But a change is taking place for many service and manufacturing organizations. The concern isn’t necessarily the threat of customers not buying more products, but instead what happens if customers find a new provider as a result of poor service. In Aberdeen’s recent research on Mobile Field Service (June 2013) the top two pressures facing organizations was #1 – customer demand for