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Everyone has heard the slogan, “The customer is always right.” And everyone who runs a business knows that it’s not true.

As consultants, the last year has brought on a lot of work with companies who needed a lot of change. Here’s a glimpse of some of the problems we encounter in mature companies. The following profile is of a fictional company I’ll call Omega Contracting. 

Roofing Contractor safety columnist Chip Macdonald of Best Safety, LLC, first raised the point at the beginning of this ever-lengthening recession. Dollars spent on anything not considered indispensable would be cut first, and for some that includes the safety program.

I recently completed a seminar for roofing contractors and one of the group’s favorite topics was to complain about lowball competition. The comments and questions flew in. 

This article is the second in a series of three I am offering you on “Managing the Customer Experience.” Last month I offered ideas to help you assess the situation, a critical foundation to a solid business relationship.

Roofing contractors are continually asked to provide technical decisions by building owners. The most frequently asked question - particularly in these tough economic times - is whether the roof needs to be replaced or if repairs can be made to extend the service life.

Little doubt that Topic “A” for the roofing industry continues to be the economy. Most roofing contractors I speak with express concerns about levels of business in the near future as well as down the road. “Down the road” is what has me thinking lately.

Everyone has heard the slogan, “The customer is always right.” And everyone who runs a business knows that it’s not true. Customers are often wrong. They complain about silly things, about things that are their own fault, about the cause of a problem and ways to fix it and, especially, about what it will cost to fix it to their satisfaction. 

This article is the first in a series of three I will offer you on “Managing the Customer Experience.” It is inspired by the comments I get from roofing contractors that are struggling to differentiate themselves from competitors.

Recessions are a natural part of business ups and downs. Good times are generally followed by slower times. Since 1991, out economy has been on an expansion except for several short slowdowns. We now find ourselves in a different spot and many folks are anxious. Let’s add some perspectives and focus on results.