I feel like growing up we all hear "the customer is always right," which I agree with to some extent but don't always see it's application in SaaS sales.
If you work in retail or fast food, sure. The customer is always right because there's a lot of room for human error & fixing those mistakes often only result in giving a free hamburger to a customer or something.
But since working in SaaS, I have fielded complaints that are 75% the customer's fault. Usually they didn't read an email with directions thoroughly or they're outright using the tech incorrectly. Whatever it is, they always come in hot with issues & a lot of the time they're unreasonable. As SaaS reps, we have to be subject matter experts on what we sell & customers' level of understanding about our products will never match our own. Yet we still need to find a solution that works for everyone.
So 2 questions to pose here: Will Sales trend away from the Customer Always Right mentality (challenger sale/consultative sale mentality to some degree)? And what's your best method for responding to a customer being wrong while still trying to give them a solution?
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