Monday, Sep. 11th 2017

The Customer Isn’t Always Right

carie-randlePost written by Carie Randle, Accounting Manager

We’ve all heard the expression “The customer is always right”, but if we’re honest with one other, we know that isn’t always true.

It’s certainly important to keep customers happy because they’re responsible for our livelihood. That said, no business should continually make sacrifices (and take away from other customer needs) to meet an unorganized customer’s expectations. This is especially true if they’re not following the agreed upon processes and procedures.

Here’s a hard, but honest, truth: A customer isn’t right if you’re constantly performing tasks for them that are outside of the agreed upon scope and creating chaos in your daily routine. We’ve been doing this for a long time, and we create processes and procedures to keep the day-to-day bookkeeping organized and without chaos. That’s part of the reason our clients have hired us to begin with (we hope), to take the chaos of bookkeeping out of their lives and eliminate bookkeeping emergencies. But it only works when the established processes and procedures are adhered to.

customer isn't always rightAlso, we allow a certain amount of time for each task for each client. If we get an unexpected project that will take 2+ hours and a client expects it to be done that day, it likely won’t happen.

Why? Because we would have to put off work for another client, which isn’t always possible, realistic, or fair.

Our goal is to fulfill all requests by the end of the following business day. Our weekly processes are designed to eliminate bookkeeping emergencies so this goal can be met.

In order for us all to perform efficiently, it’s imperative to establish a well understood scope, as well as processes and procedures, and most importantly, stick to them. Ideally, a scope of work should be reviewed on an annual basis at minimum to make sure both sides are being treated fairly and reasonably.

If we see that work is routinely being performed outside of the original scope, we will be reaching out to review the scope of work with you and reevaluate your needs. In the end, we want to do what’s right for both businesses and make sure we’re all on the same page.


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