Customer Management

Customer Management

It is an often unspoken agreement that, sometimes, the customer is wrong. Bernie Heine offers seven practical suggestions on how to deal with the situation. 

Here is an interesting point to consider: The customer is not always right. Despite the age-old adage, you are undoubtedly aware that sometimes your customers are completely in the wrong. Knowing what to do if your customer is wrong is important. Whatever they are complaining about – your service, your product, or how you have treated them – it’s only natural that your first impulse is to become defensive. However, it is crucial to harness that instinct. Redirecting the narrative to “it’s not us, it’s you” would be an entirely fruitless approach. How you navigate these situations will determine whether you will cement the relationship you have established with your client or customer or break it. 

When such situations occur, you sometimes may need to swallow your pride. It does not imply you should belittle yourself. But it does mean that you should not react impulsively. Work with the customer and try to either mend the issue, work toward altering their perception of the issue, or ultimately direct them to another company. While doing so, it is imperative to remain tactful at all times. And there are ways to handle such conversations courteously and diplomatically. 

Treat your customers with respect even when they are wrong.

Treat your customers with respect even when they are wrong

More and more, we expect to get precisely what we want at the exact time we want it. Any deviation from these desires can cause dissatisfaction and even conflicts. However, through all possible channels, clear communication is paramount and can prevent, even resolve, many such issues. Therefore, any time you begin cooperation with a client or customer, make sure you communicate clearly and openly. Also, all the processes and information on your website and the agreements you sign should be clear, precise, and to the point. Finally, it is necessary to repeatedly reinforce the procedures, terms, and vital information verbally.


Key points include:

  • How to practice empathy for the customer
  • The key to listening
  • Offering alternatives


Read the full article, 7 Things To Do if Your Customer Is Wrong, on 

Kaihan Krippendorff identifies how the concept of a flywheel can be applied to business. 

Most evenings, when I’m not traveling, I make time to get in at least half an hour on my Peloton bike. It helps to wind down at the end of the day. I’ll turn on a show (lately I’ve been slowly savoring this season’s episodes of The Handmaid’s Tale and waiting in anticipation for season 2 of Ted Lasso) and pedal to break a sweat. As my legs push the pedals around, the wheels spin faster and faster until I need to add resistance to slow myself down.

In the physical world, we who have studied physics are familiar with the coefficient of friction—the amount of force it takes for you to push one object against another. When the object is in motion, like the wheels on my bike, that coefficient goes down. Once I’ve gathered momentum, I don’t need to work as hard to go fast.

A flywheel takes this a step further, by accelerating a large rotor to very high speeds and maintaining the energy in the system as rotational kinetic energy. It takes a great amount of effort to start turning the flywheel, but once it’s in motion it builds momentum to keep picking up speed.

In the world of data, the concept of a flywheel is being used to increase customer centricity and satisfaction. My recent podcast guest, Ash Fontana, and the insurance company Lemonade Inc. show us how.


Any company that has at least dabbled in data analytics or artificial intelligence (AI) knows that it takes time to get started. In order for big data and AI to provide their desired benefits, a company must build a reservoir of customer information. This process can take years and can cause many companies to give up before realizing the effects.


Key points include:

  • The AI flywheel
  • Lemonade’s flywheel for customer centricity
  • How to identify AI opportunities





Amanda Setili shares a post that identifies a few ways we can take positive action during the current crisis.

Billions of us worldwide are altering our behaviors during the covid 19 crisis, so that as many people as possible remain safe.

When faced with a tough situation—even something big, like the coronavirus situation—I always ask: how can we mitigate the downside, and create some good?

We are living in strange times, and things are changing every day. Schools are closed and colleges have sent students home; flights, conferences and events have been cancelled; millions of employees are suddenly working remotely. Events this spring are likely to change the way we think, plan and do business for years to come.


Areas covered in this article include:

  • Customers
  • Employees, process and finance
  • Suppliers
  • Community
  • Innovation and agility


Read the full article, Finding the Positive, Even in Challenging Times, on the Setili website.