The client is not always right. Be the doctor to their patient.
Doctors are well read people (6 years minimum) who then accumulate vast experience from dealing with countless patients having varying ranges of complex diseases. In dealing with patients, they get to be privy to some of the most confidential aspects of their lives. With this information, they will conduct relevant tests and prescribe either a cocktail of drugs or a medical procedure. Most times, they will not be the most convenient for the patient but it is what is required for recovery or even save their lives. In cases where they feel that a doctor with more specialized skills will better handle your case, then they give a referral. During all this, they will have you follow a strict protocol; a set procedure they have used when dealing with patients.
Businesses especially those that provide services also have professionals with great experience from dealing with countless clients having wide range of problems. In dealing with clients, they get to be privy to some of the most confidential aspects of their businesses. With this information, they will come up with strategies that need to be implemented. Most times, the solutions will not be the most convenient for the client (they may require a change in behavior or a complete overhaul of their business) but it is what is required for recovery or even save their company. In cases where they feel that they are not a good fit or lack the expertise, then they give a referral. During all this, they will have clients follow their business processes; a set procedure they have used when dealing with clients.
Most businesses do not do this for their clients. They want to give clients what they want versus what they need. Just like some patients come to doctors already having a ‘self-diagnosis’, most clients also come already ‘knowing what their problem is’. The patient will already ‘know what prescriptions’ to take just like the client will ask for ‘specific solutions’ to his ‘problem’.
The doctor is under oath to follow procedure and give a diagnosis and a subsequent prescription. For businesses, it is important to follow your internal procedures and assess the client’s problems followed by a set of solutions that will best sort out the problem. You do your part.
The client is not always right. Be the doctor to their patient.
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“I remind my fellows, residents and medical students that what we do is a privilege. People let us into the most intimate aspects of their lives, and they look to us to help guide them through very complex and delicate situations.”― Shikha Jain, MD
I know what you’re thinking: “Why is this guy quoting a doctor? Doctors have patients not customers.” True but let’s take a small dive into this.