Why the customer is not always right
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Sergey Interierno talks about cases of working with difficult customers and explains why the customer is not always right. Our customers are 99% sweethearts and darlings, but sometimes we also come across very difficult cases when ordering furniture is more like consumer terrorism. In this issue, we will talk about the difficulties of interacting with customers and try to explain why the customer is not always right. Sergey will talk about the “red flags” that indicate that it is better to refuse the order and run away from such a customer than to get on your nerves with showdowns and lawsuits later. We will talk about cases when customers may be wrong to their own detriment, but in these cases we try to convince them otherwise. There have also been cases when customers, being wrong, shifted responsibility to the manufacturer. We will warn our colleagues in the industry about cases when gullibility on the part of the contractor turns into lawsuits after 3 months. In the end, we will note that this is the company's task - to minimize cases when the customer may be wrong. The video was created in Dima Pchelin's studio http://pchelin.ru/ Time codes 0:33 — He who pays is right? 1:43 — “Red flag” for the client 2:32 — The customer is wrong to his own detriment 3:30 — The client shifts responsibility 4:53 — Changes at the last stages lead to mistakes 6:20 — How the client changes when it is beneficial for him 7:31 — How a gullible contractor is deceived 9:37 — Why furniture makers are biased and cautious 10:35 — How we ran into an inadequate person 12:10 — The customer's admission of a mistake, which touched us 13:29 — The company should minimize the likelihood of the client's mistake 15:29 — Happy endings
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