Why the Customer Isn’t Always Right

Lisa Earle McLeod

You know the old adage “The customer is always right.”

Guess what?

Sometime they’re not.

It doesn’t matter whether you sell cupcakes, or you’re trying to recruit members for your church, attracting (and keeping) the right customers is more important than pleasing a small group of complainers.

Before you start sputtering about poor customer service, hear me out. I hate bad service as much as anyone, probably more since I’m in the business of improving it.

But that doesn’t mean you need to rework your whole operational model for the people who complain.

The question every leader needs to ask themselves is this: Do I want to improve life for my best customers? Or do I want to spend my time responding to the needs of my worst customers?

If you only listen to the loudest voices, you wind up becoming very reactive to a small, not representative group of unhappy people.

On the flip side, when you improve life for your best customers, you elevate your position in the market.

Here’s why: customers who are in bad circumstances themselves tend to complain more. They’re under lots of pressure and they pass it on to you.

It happens in the business to business market, and it also happens in the consumer market. The one time customer comes in with all the complaints, but the loyal bigger volume customer is the one who doesn’t say anything.

How do you stay in front of the complaining curve?

Below are three tips to help you improve service for your best customers. Word of warning, these are counter intuitive to the way most people think.
But I promise you, they work.

1. Do double time on the biggies

For every minute you spend listening to complaints from a small customer, double that time and ask questions of your big customers. What are their goals and how do they plan to get there? Make a list of your top 10 customers and come up with at least 5 ways you can help them get better.

2. Don’t let today’s circumstances dominate your thinking

Customers will tell you what they need today, but you want to be thinking about how you can improve their lives in the future. Five years ago, nobody said, “I need to watch a movie on my phone.” Nobody said they wanted a wedding cake made out of cupcakes either. But now both are must have items, it’s all the rage.

Marketing guru Seth Godin says, “Letting your customers set your standards is a dangerous game, because the race to the bottom is pretty easy to win.”

Top 10 Beauty Resolutions for the New Year

Erika Katz, bondingoverbeauty.com

Beauty Resolution#10: Take better care of your teeth! Sip coffee and tea with a straw to avoid stains, floss after meals, and brush with whitening toothpaste.

Beauty Resolution#9: Use an earpiece when talking on your cell phone to avoid rashes and red bumps on your chin.

Beauty Resolution #8: Let brows grow in and splurge on professional threading or tweezing to get brows into tip top shape.

Beauty Resolution#7: Moisturize dry cuticles, removed chipped polish, and keep all nails one length.

Beauty Resolution#6: Throw out old crusty mascaras and liquid liners. Mascara only has a shelf life of 3 months, while liquid liner can last up to 6 months.

Beauty Resolution#5: Clean all makeup brushes with baby shampoo or alcohol, and sharpen pencils. Also, clean makeup case to keep everything neat and clean!

Beauty Resolution#4: Get more sleep to reduce puffiness and red eyes. Adults should get anywhere from 7-9 hours of sleep a night.

Beauty Resolution#3: Drink more water! Take half your weight and divide it by ten. Thats how many glasses of water you should drink per day!

Beauty Resolution#2: Remove all makeup and mascara before bed each night. Sleeping with your makeup on can dry out your skin, clog your pores (which leads to break outs) and can lead to premature aging.

Beauty Resolution#1: Moisturize your whole body after showers and baths with baby oil or cream. By moisturizing after a shower, your skin traps more surface moisture than if you were to apply it to totally dry skin.

Beauty guru and parenting expert Erika Katz (bondingoverbeauty.com), is a mother of two and the author of Bonding over Beauty, A Mother-Daughter Beauty Guide to Foster Self-Esteem, Confidence and Trust.

2012 Spring Handbag Guide for Less: The Drawstring Bag

Eva and Yvette Estime, shopfuscha.com

Drawstring bags are the most versatile bags you can own! They can be slung on the shoulder or across the body for a nice hands free style. They come in various sizes and fabrics and are great for easy access when you’re on the go. A simple tug and presto, your bag is closed without nary a care. Here are my picks for the chicest versions around $60 and under.

I chose this bag from Urban Expression because of its beautiful Spring color (coral) and its ulitarian style. $59 isn’t a bad price either!

Urban Expression Nicolette Bag $59.95 www.shoemall.com

This bad is haute haute haute! The orange color is amazing! the stud details give it a nice edge and looks far more expensive then its $60! I want it now!! I love the name for the bag ‘Total stud’ lol!

Total Stud Bag $60 www.nastygirl.com

This bag by Joia has the hottest details you need for Spring and Summer! Studs, fringe and camel color! Its real suede and it’s on sale right now for $49!

Joia Wild West Suede Bucket Bag $49 www.tobi.com

Handbags from yesstyle.com based out of Taiwan; have the cutest bags at tge most amazing prices! This bag I chose is no different! It has edgy zipper trim, studs and a nice neutral beige color! All for only $25! Whats not to love!

PG Beauty Zip-Trim Drawstring Bucket Bag $25 www.yesstyle.com

Eva and Yvette Estime are twin sister accessory designers who wanted to share their love for all things trendy. Pinkdivacutie.wordpress.com grew out of this love and morphed into a fashionable force engulfing music, fashion, sales and anything that became in vogue. As the slogan says: “Trending from radio to runway”; so a blog that spans every trend out there (and hopefully causes a few) is born.

So how are all these topics brought together, you say: we base it on your personal style: rock/punk, glam, romance/vintage, classic and causal; then we tell you which trend you can embrace while still being true to yourself. That’s always in fashion!