Why You Should Never Argue With A Customer
As the saying goes, “the customer is always right.”
Customer service 101: never argue with a customer. Most companies swear by this rule and for good reason. You’re in business to serve your customers, not fight with them.
This goes for all types of businesses, both on and offline, because as Amazon founder, Jeff Bezos, once said, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends.”
Now, I know what you’re thinking. “But what if the customer is wrong?” Well, it doesn’t matter. Arguing with a customer, for the most part, isn’t going to do you or your business any favors.
But I can see you need more convincing, so here are some of the reasons why arguing with your customers is never a good idea.
8 reasons why you shouldn’t argue with a customer
1. You’ll never win
Let’s face it, customers can be stubborn. They’ve already made up their minds about the issue at hand, and no amount of arguing is going to change that. Even if you’re technically right, the customer will likely just leave feeling frustrated and angry.
2. It’s bad for business
Word of mouth is a powerful thing, and arguing with a customer can quickly turn into a negative review online or a complaint to the higher ups.
Plus, it’s just not good for your company’s reputation to be known as the place where customers have to fight tooth and nail to get what they want.
We’re in a time of economic uncertainty, and businesses need all the positive publicity they can get. By arguing with your customers, you’re only hurting yourself in the long run.
3. It’s not worth the stress
Dealing with angry customers is never fun, and getting into an argument with them will only add to your stress levels. It’s much easier to stay calm and try to find a solution that works for everyone.
4. You might lose the customer for good
A customer who feels that they’ve been wronged is more likely to take their business elsewhere. And in today’s world, where there are so many options to choose from, losing even one customer can be detrimental to your bottom line.
5. It’s unprofessional
As a representative of your business, it’s important to maintain a professional demeanor at all times. Arguing with a customer is not only unprofessional, but it can also reflect poorly on your company as a whole.
6. Sometimes the customer really is right
We’re told to approach every customer dispute with the attitude that even when they’re wrong they’re right. But, though you might not want to admit it, sometimes you’re in the wrong and the customer actually is right.
You have to allow for the possibility that you or your company may have made a mistake. For that reason alone, it’s best to avoid arguing with customers and instead, try to understand their perspective.
7. It’s a waste of time
Arguing with a customer is a waste of everyone’s time. No one’s really getting anything out of it. Maybe you prevent a refund or a discount or some other minuscule loss for your business, but at what cost? You’ve lost the opportunity to create a loyal customer and potentially gain more business through positive word of mouth.
8. It can ruin your day
Difficult customers are the worst! They can ruin your entire day, especially if you let them get under your skin. By arguing with them, you’re only giving them more power over your emotions.
Arguing with anyone is never a good idea, but arguing with a customer is especially unwise for all the reasons listed above. At the end of the day, the customer is the reason you’re in business in the first place, and it’s your job to make sure they’re happy.
That being said, it’s also important to set boundaries and not let customers abuse your team. It’s okay to politely but firmly state your company policy or to let them know when they’re crossing a line. But there’s a difference between standing your ground and getting into a full-blown argument.