For example, what causes the most traffic jams in the city? Cabs? Buses? No. Pedestrians. Here’s another. Who is responsible for the ongoing problems in politics? The left? The right? No. Voters. What’s the biggest problem in business?
Not. Always. Right.
There’s another old adage that I don’t agree with. “The customer is always right.” That’s wrong. The customer is not only not always right, in reality the customer is often very wrong. Traffic in New York City would move better if there were fewer pedestrians. Politics would work better if voters were smarter about candidates and their votes.
Likewise, customer support wouldn’t be a crazy place to work if customers were smarter and more knowledgeable about the products they purchase. Yoni Heisler had a similar experience but put the blame on Apple:
I got a text from a family member asking me if it’s worth buying the iPhone XRS — and no, that’s not a typo. A few weeks earlier when I was home for Thanksgiving, a friend excitedly told me that he just picked up a brand new iPhone. When I asked him what model he bought, he said, “I’m not sure exactly, I think it may be the iPhone 8XR or something.”
Far too many customers do not know what devices they buy and use, let alone how to use it more efficiently or make it work more productively. In general, voters keep electing the same duds to office because of general name recognition and because “My candidate is OK, the other politicians are the bad ones.” Rubbish.
Heisler put the blame on Apple.
The problem here is apparent: laypeople aren’t exactly sure what the iPhone XR is and Apple has done an uncharacteristically horrible job of advertising the device to the public. Also problematic is that the average person simply has no idea how the iPhone XR differs from the iPhone XS in a meaningful way. What’s more, the names of the devices themselves don’t help clue customers in. Sure, the iPhone XS Max can easily be pegged as a larger device, but Apple’s iPhone XR/XS naming scheme is a convoluted mess that Apple has historically avoided.
I don’t think the naming convention is a convoluted mess, but then again I find it easier to determine which political candidates should be kept and which should be trashed.
Is the problem one that Apple brought on itself back when the company introduced an iPhone 6 and iPhone 6 Plus? It wasn’t as if there were only two models back then. Apple still sold iPhone 5s and iPhone 4. Today, Apple’s iPhone line spreads wide– iPhone Xs Max as high as $1,449 to iPhone 7 as low as $449– a $1,000 difference with various models in between.
Is that hard for customers to understand?
Customers are not much different than voters. They don’t pay attention to the details and detailed explanations often fall on deaf ears outside of a brain that doesn’t want to listen.
Trying to explain the difference between the iPhone XR and the XS to someone is likely to lead to more confusion. Most people just stare off into space when you start talking about stuff like LCD vs OLED and 3D Touch.
Should we blame Apple for the confusion? Or, blame the customer?
Who got the country into the pickle it’s in today? Politicians? Or, the voters who put the politicians into office?