Is The Customer Always Right?

One particularly problematic philosophy that businesses struggle with is, "the customer is always right." But with a noticeable correlation between employee happiness and strict adherence to the popular philosophy, it makes us wonder if the customer actually is always right.

A brief history

"The customer is always right" was first used in the 1900s by a couple of pioneering, successful retailers, including Marshall Field, John Wanamaker and Harry Gordon Selfridge. They argued that business owners should take customers' suggestions and complaints seriously so they don't feel deceived or unimportant.

However, people started misinterpreting the quote to mean that the consumers should get their way irrespective of the situation or demands. Many critics have argued the quote enables entitled and rude behavior from clients.

In reality, "the customer is always right" means that employers should be aware that consumers have preferences. The idea was novel when there was little consumer protection, and "caveat emptor" (buyer beware) was a hot topic.

Is the customer always right?

No, they are not always right. Consumers are human -- they make mistakes, exaggerate, get confused, or even lie. However, there are times when customers are more often in the right than not.

Clients determine a company's success

Many companies continue to adhere to the "customer is always right" philosophy because they understand their customers' unique preferences.

Without clients, a business is nothing more than a group of people delivering a product to deaf ears. As a business owner, you want your clients to come back, feel welcome into your business and appreciated.

If a customer demands excellent service that makes them feel like they want to be in your store, it is their right.

Establishes a standard for exceptional customer service

Continuing with excellent service, "the customer is always right" also sets a standard for outstanding customer service. Customer service interactions play a crucial role in influencing client loyalty and loss. Each consumer is important. As a result, firms should strive to create an environment that fosters continual go-the-extra-mile service.

The consequences can be devastating

The consequences of dissatisfying even one client can be devastating for a company's strategy. A single snarky complaint may damage a company's reputation on the internet and in the community. Furthermore, a well-established company may suffer considerable financial losses as a result of the fight. Due to their infancy, fledgling firms may not be able to recover from such damage.

When customers are not always right

You can say "no" to a customer -- professionally, of course -- especially if what they're asking fits any of these situations.

It is physically impossible to please everyone

Applying the philosophy to your everyday business operations implies that you can please every client 24 hours a day. This is a foolhardy endeavor. Even the most powerful and successful businesses understand that this is impossible.

Individuals are unique. We all have unique interests in fashion, cuisine, automobiles and housing. Attempting to cater to every customers' needs would be exhausting and futile.

You are not helping your employees

When the customer is always right, it doesn't always boost the morale of your customer service team. There will always be rowdy and obnoxious clients that call your support lines. These clients are difficult to handle, and regardless of how hard your team works, a favorable conclusion is not always achievable. If you constantly dismiss the behavior of these types of consumers or do not support your team, you risk losing the satisfactory customer service you want to build.

Not every customer is worth keeping

While unruly and nasty clients are an inevitable part of running a business, this does not imply you have to continue putting up with them. Certain clients are unworthy of your time, including those who are frequently unreasonable, late with payments, micromanage, or are abusive.

What to do when a customer is wrong

Telling a client that they are wrong is bad for business, especially in the social media era. One bad review on Facebook or Instagram can hurt your business. That said, you don't have to admit that the customer is right. The trick is to make them feel they are right. Reassure them that you value their opinion, experience, and patronage and want to find a solution to the problem. By encouraging problem-solving over "the customer is always right," you're bound to find a better balance between customer care and employee morale.