Customers Are Not Always Right!
Yes, I said it.
Many businesses run their operations with this maxim as an absolute, and I am sure over the years, they would have seen experiences that show the direct opposite to this claim.
So, why is it still popular?
It gets sadder when an employer scolds a staff in front of a customer in a humiliating way with entry or concluding statement of “Customers are always right,” even when the issue of discourse is a clear case of a wrong customer.
Harry Gordon Selfridge, John Wanamaker and Marshall Field pioneered the phrase in the 1900s as they believed that the success of their stores depended on the happiness of their customers. Although they did not intend it to mean that the customer is in the right in every situation, it signaled that customers were special and caused a shift in how buyers were treated at the time, making people flock to their stores.
I agree with the spirit of the phrase, especially when we live where thanks to social media, bad reviews can drown you for something that you do not fault in.
So, what do I advise?
I am a stickler for treating customers with the utmost respect. Design your system to make them feel special. You should limit waiting time if you can (and when you cannot afford it, make them comfortable while they wait and be intentional in your communication). Do all you can to connect before trying to convert possibly but don’t lose sight of treating your employees right too.
When you have conflict, listen and where you need to, be firm but courteous.
But listen.
Don’t be too quick to prove right that you lose sight of getting to understand what the actual issue is. In brief, I am trying to say that customers can be wrong, but don’t go wrong trying to prove right.
And where you need to set the record straight, do so with a high sense of responsibility and tact (also weigh the issue to see if it is something you have to respond to).
After every conflict, analyze the situation to build a system to prevent a reoccurrence. Don’t miss an opportunity to correct a process that can cause misunderstanding.
Again, listen and learn.
Although this quote attributed to Henry Ford, “If I had asked people what they wanted, they would have said faster horses.” is disputed, it emphasizes listening to the subliminal messages and analyzing patterns to make informed decisions about your customers.
Treat people right. It will show. Also, be graceful, don’t go around looking for customers to “put in their place.” If this is you, repent.
So, your customers are not always right does not mean you should do wrong, making things right.
Selah.
