In the time it takes to point out a customer is wrong, you could probably just fix the issue and have a happier customer.
I went with some coworkers to a Mexican restaurant last week for lunch. When the waitress brought out our food, she put a plate of rice and beans on the table between a coworker and myself. We both thought that our meals came with these side dishes.
The waitress told us that the side dishes went with my meal. My coworker pointed out that both our meals were in the “dinner” section of the menu where it stated that all dishes came with rice and beans.
The waitress told him that his plate was different and that she would go get the menu to show him.
She returned a few minutes later and pointed out the item on the menu. From our reaction, she realized that might not have been the best decision. She returned a few minutes later with an additional plate of rice and beans.
Is it worth it?
As a company, you serve customers. Your customers may be mistaken or wrong at times but your end goal isn’t to point out those flaws. You want to keep your customers happy and spending money with you.
If a customer is wrong, ask yourself: what is the worst that can happen? Can you act in the customer’s favor without a major impact to your bottom line, fellow customers, yourself, or others? If so, swallow your pride and take action.
Don’t let a figurative cheap plate of rice and beans stand between you and a future return customer.
Prevent Confusion from the Beginning
Once the immediate customer needs are resolved, you can turn your efforts to preventing problems in the future. With the Mexican restaurant, the menu could have been more clear in its description of which side dishes were included with which entrees.
Ask your customers for feedback. You may need to rework your marketing copy, advertising, or instructions to help your customers fully understand what they should be expecting to receive.