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The Customer Isn’t Always Right

How many times have you heard, “The customer is always right.”? Seth Godin, web marketing guru, talks about that in one of his recent posts. His take is that if you just can’t make the customer right, then make sure they’re not your customer anymore.

In my line of work, web strategy, the real reason that companies (my customers) need my help is that they’re wrong. Many don’t know what they’re doing and almost everything they think they know about the web is probably wrong. Most successful companies are good at certain things, that’s what got them where they are, many times it’s not their web marketing. If they were good at it, they probably wouldn’t need me coming in to fix things.

So, is the customer always right? Maybe in retail environment. Is the customer always right when you’re a consultant? Probably not.

Does that mean you offensively slam their problems in their face? No, there’s still alot to be said for tact and civility. You just need to be conscious of the fact that YOU are the expert and should know what’s right or wrong in your field, not them.

1 Comment

  1. Hoorah! At last the truth!

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