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Never Argue with Your Customers

There’s an age-old cliché that the customer is always right. It’s always considered as the number one rule in sales and marketing. The number two rule points out that if the customer is wrong, remember rule number one at all times. When Telsa’s CEO Elon Musk rebutted the consumer report of New York Times reporter John Broder, his intention was to put down the data that John presented regarding their product’s short comings by giving out strong, solid facts against Broder’s consumer comments. Musk presented his own rebuttal in protection of Tesla model S cars. The argument he gave out was strong enough to refute every detail that John Broder presented on the report. The end result lead to a downfall of Tesla’s stocks, from $39 on opening day to $34 at closing, just a few minutes after the stock exchange opened. The CEO may have won in the verbal exchange but it cost him $100 million worth of stocks in the financial market.

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Strong Personal Testimonies

This incident only tells us that consumers don’t want to argue. They are sensitive and will immediately react negatively if producers and company owners don’t accept their comments and suggestions. Each buyer has their own personal network of friends, relatives and associates that may listen to them. How they feel about a specific product or service may lead to a company’s growth or downfall. When they feel that a certain good or service is within their expectations, they broadcast it willingly to the people around them. They also do the same when a certain good or service didn’t meet their expectations. They make it a point to let everyone know that they are not happy in their personal testimonies. The anxiety that they feel may be aggravated by a confrontational experience with the people behind the product or service that they react upon.

Think Before You Act

Company owners that are onion-skinned to negative comments may react in a confrontational manner. In some cases, they may feel that they have to step in and present their own logical facts in defense of their company’s goods or service. When their judgment is clouded by personal pride and emotions, their only move is to present logical reasons that may put down anyone who is against their goods. When pride steps in, company owners don’t think of the outcome of what their actions will lead to. Just like Elon Musk who later regretted what he presented when his company’s stock profits plummeted in a number that immediately led to financial losses. If he examined his actions carefully and thought of the consequences, he shouldn’t have reacted the way he did against the report.

Comments May Help

When consumers give out their reaction it is either to show their appreciation of their experience or to suggest improvements that would make their encounters more fruitful. The negative comments they give out may hurt but if you open up your senses to what they are saying, you’ll notice that they are providing information that will help you further improve your products. When consumers know that the producers are willing to listen, they would provide more information that may give rise to a more enhanced end product or service.

Improve To Minimize Failures

Company owners who utilize social media sites must know how to take care of their respective markets. When a comment comes along, find out reasons why your buyers and users have come out with such a remark. Company owners should be thankful for quick feedback that could be used to minimize future failures. If you confront the negative reaction from your consumers, there’s a strong chance that it will make you feel good as a company owner. The sad part is that your buyers will use your confrontational tactics against you, making you win the verbal battle but losing the retail war in the end.


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About The Author

The author juggles being a wife to an engineer and a mother to a witty toddler. In her spare time, she involves herself in getting the word out about office phone systems. Find Monique on Google+.

Number of Entries : 38
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