Quotes That Hurt Your Customer Relationships Without Realizing It

Filed under category: Misc

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Many companies are hurting their client/customer relationships without realizing it by using certain quotes either directly to customers or behind closed doors. The last thing you need to do is put strain on customer relationships. Here are just a few quotes that are hurting your customer relationships.

"It's not our fault"

Yes, sometimes it's not the fault of the company. Sometimes, there are customers which simply cannot be satisfied or something happens which is the fault of the customer. But at the end of the day, it does not matter whose fault it is. Finding fault won't solve any problems or issues so the best way to go about it is to find a solution to the problem.

"That's not our job"

Sometimes a customer or a client might request something outside the scope of a project and a company's knee-jerk reaction is to tell them that it isn't their job to do so. While it might not be the company's job, there are other ways to get the message across. Instead, you can say "I'm sorry, that is not within the scope of this project" or "That is not part of what was agreed upon" and then offer up some kind of solution. The phrase "that's not our job" makes you and your company sound lazy, unmotivated and unwilling to do something.

"You/Customers need to realize that we have other customers to deal with"

This is a terrible attitude to have in business. Even if it is being discussed behind closed doors, not in the presence of clients, it will inevitably show in your company's work. If I am a paying customer, I expect to receive the service I am paying for, regardless of how many other clients or customers the company is servicing. Customers do not care about another company's customers; they are not affected by that. A company needs to find a way to balance all of their clients and customers in order to keep the excuses to a minimum.