The Customer is NOT Always Right
March 26, 2010
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I absolutely love building website with ExpressionEngine. It’s an awesome product that makes building dynamic websites fun and easy.
Last year, I had the opportunity to hear EllisLab President, Leslie Camacho, speak on building the EE community. He credits the community of users as one of the biggest reason EE has been so successful, and gave insight to some of EllisLab’s core values that drive the development of the community.
He said:
The customer is NOT always right… [dramatic pause] the truth is always right
It’s an interesting concept because we’re taught from a young age that the customer is always right. But what about when the customer is wrong? If the customer says the $2 + $2 = $3, and they should get a $1 back, they are wrong. Maybe that’s a bad example, but the idea is that when you create your business, it’s important that you develop principles to guide your decision making. Then even if a customer says otherwise, (not matter how angry or fired-up they are), you have to stick to what you value.
I think this is where EllisLab has been genius. They’ve built a community where it’s okay to be wrong. They’ve led by example how to tell someone they’re wrong without alienating the individual. I believe this is accomplished by doing the following:
Always listen
Nothing is more agrevating when someone tells you you’re wrong without listening to what you said. Try and understand why they feel the way they do, so you better understand how to respond to them.Share your reasoning
Now that you know what they think. Explain how there thought goes against your core values.Keep it personal without attacking them
It’s not a personal attack, but when someone is told they’re wrong, they’re going to be defensive. Be honest, and stay on topic. If you stray from the topic to the person, you’re going in the wrong direction.
I’d encourage you to write down your core values for your business, blog or even life. Then put them in a place where you see them often. Each year read through them and reflect on your actions. If you’re not, determine what’s off track (your actions or your values). And adjust them accordingly.
What are your values?
