The Customer Is Sometimes Always Right
Below is a MRR and PLR article in category Business -> subcategory Customer Service.
The Customer Is Sometimes Right: A Deeper Look
Summary
The philosophy of "The customer is always right" is deeply ingrained in the consumer mindset, often challenging business owners, managers, and employees. But have we truly considered its implications?Exploring the Philosophy
Is the customer always right? Well, it's complicated. Anyone who truly adheres to this belief hasn’t examined it closely. Consider the last time someone walked into your store, called, or emailed with attitude. With a business located by a busy bus stop and several niche websites, we've encountered our fair share of colorful characters.
This notion has been planted in consumers' minds and continually presented to business owners. In law enforcement, we learn to weigh the spirit of the law against the letter of the law. This judgment is why a cop might forgive someone for speeding 5 miles over the limit after hearing an implausible story.
Business owners and managers should have similar discretion when dealing with demanding customers repeating this misguided mantra. This doesn't mean we shouldn't act with professionalism, diplomacy, and tact?"essential traits for any business. Professionalism distinguishes genuine concern from dismissive behavior. Diplomacy gives the impression of apology without admitting fault, and tact allows you to gently correct customers without being condescending.
While it's essential to own up to real mistakes and correct them, the absolute statement "The customer is always right" can give entitled individuals the freedom to behave poorly. This entitlement can lead to treating you or your employees disrespectfully. Our low employee turnover is credited to empowering staff with the discretion to act with professionalism, diplomacy, and tact.
Dealing with Difficult Customers
While most customers appreciate good service and resolution, occasionally, one proves unreasonable. In these cases, consider the following:
- Is this customer worth keeping?
- How will addressing this affect the business?
- Can the issue be resolved with minimal impact?
- Will overturning an employee’s reasonable decision affect morale?
These are essential questions to ask, though there might be more factors to consider.
A Historical Perspective
The phrase "The customer is always right" originated with H. Gordon Selfridge, founder of Selfridges in the UK. Interestingly, he ended his life bankrupt and mentally unwell?"perhaps a cautionary tale.
In conclusion, while customer service remains crucial, blindly following the "always right" doctrine isn’t always in the best interests of a business or its employees.
You can find the original non-AI version of this article here: The Customer Is Sometimes Always Right .
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