Are Customers Always Right?

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Are Customers Always Right? Image Credit: shutterstock.com

The phrase "The customer is always right" was originally coined in by Harry Gordon Selfridge in 1909, and is typically used by businesses to convince customers

to patronizing them and convince employees to give customers the best service possible.

As an entrepreneur, i have been faced with dealing with difficult clients and most times i often pray not to get clients that will give me problems; because i have come to understand that not all clients should be your client.

Abusive customers can demand just about anything using the slogan "The customer is always right,” which put employees' in a tight box. With this, abusive people get better treatment and conditions than even nice people; which should be the reverse.

In conflicts between employees and unruly customers you have to choose sides with your employee. Your inability to manage such scenarios will adversely affect the moral of the employees on the long run. When you run into customers that can’t be put in line, your loyalty should be with your employees. You have to value your employees because they work with you every day and make your organization profitable.

Most businesses think that "the more customers the better". But some customers are quite simply bad for business. I’ll share this story: “A technician arrived at a client's site for a maintenance duty and was treated very rudely by the client. He finished the task and returned to the office, narrating to the management about his experience. The client's contract was immediately cancelled. It was not a matter of a financial calculation of profit or loss from that client. It was a simple matter of respecting their employees”.

Hal Rosenbluth wrote an excellent book called Put The Customer Second - Put your people first and watch'em kick butt. Rosenbluth argues that when you put the employees first, they put the customers first. Put employees first and they will be happy at work. Employees who are happy at work give better customer service. They are more motivated and care more about other people, including customers. Having more energy and are happy, meaning they are more fun to talk to and interact with.

Otherwise, when the organization and management consistently side with customers instead of with employees, it sends a clear message that employees are not valued. Treating employees fairly is not important and they have no right to respect from customers. What make it worse is the thought that they have to put up with everything from customers

When this attitude prevails, employees stop caring about service and can have negative effect in the long run.

In conclusion, businesses should abandon the phrase "The customer is always right" once and for because it leads to worse customer service and in no way boost business practices.

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Osita Rich

He studied Computer Science and started out with entertainment and events packaging. He's presently engaged in a couple of services including Professional Website design, SMS messaging, Graphics design, biometrics, Hardware and Software installations/sales. Above all these, he advises his clients on how best to maximize their businesses.

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