Except when they’re the wrong customer.
At Catching Clouds, we bend over backwards to meet the needs of our customers. We work very closely with our business owners to figure out what’s causing them grief, and then we do everything within our power to solve those pain points. We want to know what’s working for them and what’s not working for them, and we expect an honest two-way communication about how to make things better. There is no greater joy for us than figuring out how to fix a problem. We seriously love it. And in order to do that, we need a lot of feedback from our customers.
Sometimes making things better means that we need to change the way we’re doing things. And sometimes making things better means that *they* need to change the way *they’re* doing things.
Our customers understand that our goals are helping them reach their goals, and they not only welcome this open line of communication, they expect it. And we expect the same. So if our customer has a problem, we can sit down and nail down a workable solution together, and they don’t feel like they have to go it alone. So when I say the customer is always right, I mean that if there’s a problem that needs to be solved, we’ll keep working with them until it’s solved.
On the flip side, if you have a customer who doesn’t really want to solve their problems but would rather find fault, assign blame, or takes a “my way or the highway” approach, I would argue that they probably aren’t a customer you want to keep.