Is the Customer Always Right? Not So Fast…


It doesn’t matter what type of business you work in, you have probably heard the old adage, “the customer is always right.” Well, sometimes this isn’t really true, and as a business professional, sometimes you must realize that saying your customers are always right is simply the wrong thing to do. Why? Here’s five good reasons:

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It Gives Bad Customers Good Opportunities

One of the reasons a customer doesn’t always have to be right is that not every customer comes at this with the right intentions. For instance, you probably know a customer or two who are simply difficult to deal with. These are “bad customers,” and they make dealing with them extremely difficult, especially if you have to give into their bad behavior time and time again.

Your Employees Won’t Like It

Another reason adopting a philosophy of “the customer is always right,” is that your employees won’t like it. At the end of the day, your staff brings value to your business, and when you are always siding with the customer instead of your staff…you are going to face some issues. Of course, there are going to be employees are might not be right themselves, so as a business leader, you must be diplomatic here…but don’t always side with the customer.

Sometimes Customers are not Great for Business

Most of the time, you think that the more customers you have, the better off you will be, that that is not always the case. For instance, you might have a lot of customers that are rude or irate, etc. These bad customers can actually be bad for business, and it’s best to focus on the dignity and respect of your staff instead of bringing in all of these customers that could be bad for business.

Your Customer Service Could Get Worse

Another issue with believing that the customer is always right is that your customer service could suffer. When you put your employees first, before the customer, they will be much more willing to put the customer first. On top of this, research shows that they are happier, more motivated, and have more energy. However, when you put customers over your staff, you are giving the message that your employees do not matter and that they are not valued to you. When they feel this way, they won’t put the efforts into their work, which easily leads to poor customer service.

Some Customers are Simply…Wrong

Finally, you might find that sometimes a customer is 100 percent, totally just wrong. The message is the same here as it has been before. If you don’t put your staff first, especially when customers are wrong, you are sending a very bad message. Customers can absolutely be wrong, and if they are, there is no reason you should be acknowledging that. Many business leaders even go so far as to say, “If you treat our employees bad, feel free to go to our competitor, because we don’t want you here.” Sometimes, your business will be better off without these people, and your staff will certainly be happier, too.

If you have been thinking about your customers, your staff, and your business, and how they are all related, and you have been considering the fact that your customers might not always be right, you are the one who is correct…not your customers. Though it is great to focus on a positive experience for your customers, catering to their every whim, especially if they are wrong, might not be the best option for your business.

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Is the Customer Always Right? Not So Fast…

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