Hey, it's Marie Forleo and you are watching MarieTV, the place to be to create a business
and life you love. So check this out. A few weeks ago on the set of MarieTV, Michelle
was talking about how much she loves Uber, the on demand car service that lets you book
a ride with your phone, and she said something uber fascinating. Listen to this:
Not only does Uber let its customers rate their drivers, but it also lets its drivers rate
its customers.
That means if you're that drunk a-hole that pukes in the back of the car, or you're somebody
who makes your driver wait for evs, they can refuse to pick you up. So this really got
me thinking how technology may be shifting the playing field and challenging the age old
assumption that the customer is always right.
Now as a business owner how loves to give great over the top customer service, I will
tell you that 99.9% of our customers are total stars. They are angels and we love them so
much it hurts. However, .1% of those customers who happen to sneak through our doors are total
pitas.
Now if you think I'm talking about this unleavened hollowed out bread that you get with your
falafel, look pita up in the urban dictionary, and make no mistake. We bend over backwards
to shower our pitas with love.
Eventually we do show the pitas that we feel by kindly but firmly showing them the door,
and I'm not being callus here, but when we go over and behind to deliver outstanding
customer service and these people still behave completely disrespectfully to my team, I'm
not having it, which brings me to my point. How can the idea of customer ratings help
us be better customers, or put a different way, and this is our first ever tweetable
question:
"Does thinking the customer is always right make you act all kinds of wrong?"
To help you answer that, here are the top three moves that make all of us ultimate pitas.
Top pita move #1 -- Me No Read
Not reading is the number one move that turns all of us into pitas and I got to admit, sometimes
I do it and it always comes back to bite me in the butt, whether it's terms of service
or guarantees or e-mail instructions, honestly ask yourself "how many times do you just
not read?" Just because the print is small or there's a lot of it doesn't mean it's
not your responsibility to read it, and these days, it's rarely that small. Why? Because
companies want you to read their policies. They don't want to have an argument with
you, they don't want you to come and say "I didn't know I only had ten days to
return this," and then they have to point you to the thing that you checked off and
said "Yeah, I've read your policies."
Top pita move #2 -- Me No Pay
This is the worst and can be especially bad if you sell digital products and offer payment
plans. Some customers just stop paying and seems to completely ignore the fact that they're
basically stealing.
A related pita move is making someone come after you for the money. Anytime you make
somebody chase you down for the money you volunteered to pay, you're compounding the
stealing by robbing them of their time.
Top pita move #3 -- Just Bein' a Beeyotch
This one really fires me up. There is no reason for any of us to be cruel to each other ever.
You got to ask yourself, do you ever forget that there's a real live human being on the
other side of the phone or the e-mail exchange of even the coffee counter. Do you roll your
eyes? Do you throw a tantrum? Do you do things that you would never do in the presence of
someone that you respect? Really think about it, because the truth is if we want better
service, maybe it's time for us to be better customers. You got to yourself, if you knew
that your customer behavior could get your blacklisted by companies, and that day might
be coming, how would that change your behavior?
One a scale of 1 -- 10, one being that you are the ultimate pita, 10 being you are a
super star customer, how would you honestly rate yourself right now? If you're anything
less than a 7, what is one change that you can make to be a better customer? I'm really
interested to hear your thoughts on this one, so leave a comment below.
As always, the best discussions happen after the episode over at MarieForleo.com so go
there and leave a comment now.
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