Think The Customer Is Always Right? Think Again. | Summary and Q&A

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October 22, 2013
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The Marie Forleo Podcast
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Think The Customer Is Always Right? Think Again.

TL;DR

Customer ratings have the potential to shape better customer behavior and challenge the belief that the customer is always right.

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Key Insights

  • 🔨 Customer ratings can be a powerful tool to weed out problematic customers and promote better behavior.
  • 🥺 Ignoring terms and policies can lead to misunderstandings and conflicts between customers and businesses.
  • 👨‍💼 Not paying or making businesses chase after payment is unethical and disrespectful.
  • 🫡 Treating customer service representatives with kindness and respect enhances the overall customer experience.
  • 🫡 Mutual respect and responsibility are important in shaping better customer behavior.
  • 🥹 Businesses should consider implementing customer rating systems to hold customers accountable for their behavior.
  • 🙂 The belief that the customer is always right should be reevaluated in light of the impact on businesses and employees.

Transcript

Hey, it's Marie Forleo and you are watching MarieTV, the place to be to create a business and life you love. So check this out. A few weeks ago on the set of MarieTV, Michelle was talking about how much she loves Uber, the on demand car service that lets you book a ride with your phone, and she said something uber fascinating. Listen to this: Not o... Read More

Questions & Answers

Q: How does Uber's rating system challenge the idea that the customer is always right?

Uber's rating system allows drivers to rate customers, giving them the power to refuse service to disrespectful or problematic customers. This challenges the notion that customers are always right by recognizing the importance of mutual respect.

Q: How can not reading terms or policies make someone a difficult customer?

Not reading terms or policies can lead to misunderstandings, disputes, and frustration with a company. It is the customer's responsibility to familiarize themselves with the agreements they enter into to avoid issues.

Q: What impact does not paying or making someone chase after payment have on businesses?

Not paying or making someone chase after payment is unfair and essentially stealing. It not only affects the business financially but also wastes their time and resources, causing frustration and resentment.

Q: How does being cruel to customer service representatives affect the overall customer experience?

Being cruel or disrespectful to customer service representatives creates a hostile environment. It hinders effective communication, decreases morale, and makes it more challenging for the representative to provide a positive experience.

Summary & Key Takeaways

  • Uber allows both customers and drivers to rate each other, challenging the assumption that the customer is always right.

  • While most customers are great, there is a small percentage who behave disrespectfully, requiring businesses to address the issue.

  • Not reading terms, not paying, and being cruel are common behaviors that make customers difficult.

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