Enigin - Is The Customer Always Right?
Surely the saying in the headline is correct, it’s used everywhere.
In reality the saying is a service message - the customer can’t always be right but you don’t tell him so in so many words.
The customer is right in the sense that his welfare is put first and we do not tell him he is wrong we just point him in the right direction.
As an example, lets use a retail situation, a man turns up in the TV shop and wants to buy a telly.
He is definite that he wants a large flat screen TV that will be mounted on his wall above the fire.
The salesman, if he is any good, will ask the right questions that will probably change a lot of what the customer wants.
For instance, what size is the room where the TV will be placed? Too large and could dominate the room, too small and it could difficult to see from the sofa?
What is the construction of the wall where he wants the TV mounted? Is it strong enough to take a television, dependent on size?
Has the customer realised that many people end up with a crook in the neck from staring up at a television on a wall? Why ignore decades of eye level telly because of fashion?
The question could go on and on - but do you get the point? The customer was probably not right with his initial request. A good salesman would not sell him what he asked for but what he needed and would be satisfied with.
Who would be to blame if he got what he asked for but it was unsuitable? As far as hte customer was concerned it would be the salesman - why did he sell him the TV - it was unsuitable. Again the customer isn’t right, he got what he asked for - but in another way he is right, as the good salesman would not have sold it to him, at least not without dire warnings.
It is the same here at Enigin. Through Enigin Distributors many, many people inquire about our energy saving products, it is understandable as the energy saving business is very much a booming business, even in a recession because saving energy saves money and protects profits.
But we do not just sell products we sell solutions, we need to look at clients needs- audit their energy use and then make recommendation based on data and facts,
Just because they wish to put in energy saving lights doesn’t mean to say that is the best course for them, they will save energy but will it give a good return on investment?
Potential customers are often dumbfounded when Enigin say they don’t want to just sell them what they have asked for - they are not trying to sell them up but to sell them right.
Not that we won’t seel some a product if they insist, wew are a business and the TV salesman will sell you the wrong TV if you insist after his warnings.
What we do here at Enigin, as our Distributors do globally, we advise clients, strongly, that they need to make sound decisions based on the true situation, or else they will not make the energy and financial savings they can, and hence will be disappointed and unlikely to look to make anymore savings or purchases. As far as they are concerned we have let them down - which is an injustice.
So remember - listen to the salesman, it’s not that he will say no, but he will allow you to make the decision and even the changes that will lead you to the right choice, whether it is a TV or a energy saving solutions for your business.
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