Is the Customer Always Right?
The Classic Customer Service Mantra - Origins and Intentions
The statement "The customer is always right" was popularised by pioneering retailers like
Harry Gordon Selfridge in the early 20th century.
The intention was clear: to assure customers of impeccable service and to create a customer-centric culture. This mindset was revolutionary at the time, helping businesses differentiate themselves through superior customer service.
The Challenges of 'Always Right'
While the philosophy of putting the customer first is undeniably important, interpreting it as the customer being infallibly right can lead to several issues:
Employee Morale: When businesses uphold the customer's word as law, it can sometimes result in employees feeling undervalued and unsupported, especially in scenarios where customers are unreasonable or abusive. Protecting employee well-being is crucial for maintaining morale and a positive work environment.
Unreasonable Expectations: Some customers may exploit this adage to demand free services, refunds, or special treatment, which may not always be reasonable or fair. This can lead to business losses, operational difficulties, and a precedent that may encourage manipulative behaviors from others.
Quality and Safety Compromises: In some industries, like healthcare or engineering, the customer’s demands or expectations may not align with best practices or safety standards. Here, the customer being "always right" could potentially lead to harmful consequences.
A Balanced Approach
In response to these challenges, many modern businesses are adopting a more balanced approach:
Mutual Respect: Instead of the customer always being right, businesses are fostering environments where mutual respect governs interactions. This approach respects both the customer and the service provider, aiming for resolutions that are fair and reasonable.
Clear Communication: Effective communication helps set realistic expectations. Businesses are focusing on being transparent about what they can and cannot offer, thus preventing misunderstandings and unreasonable demands.
Empowering Employees: Companies are providing more support and empowerment to employees, allowing them to make judgment calls in tough situations. This empowerment helps in handling difficult scenarios diplomatically while ensuring that the business's policies are upheld.
Feedback and Learning: Encouraging constructive feedback from customers provides real insights into their needs and expectations, helping businesses improve and innovate while also addressing genuine grievances.
So what have we learned? Is costumer always right?
While the mantra "The customer is always right" has served businesses well in emphasising the importance of customer service, its literal application can sometimes be problematic. Today, a more nuanced understanding is necessary—one that balances customer satisfaction with fairness and respect for all parties involved. By fostering a culture of respect, clear communication, and mutual understanding, businesses can ensure that they meet customer needs without compromising their values or employee well-being.
