“Customer is always right”…..No Customers Can Be Wrong

"The customer is always right" this phrase was first used by Harry Gordon Selfridge in 1909. But according to the changed scenario of business and the customer as well…I believe businesses should abandon this phrase once and for all -- ironically, because it leads to worse customer service.

Here are some points which leads “The customer cannot be always right”

1: Your team members are more valuable

In conflicts between employees and unruly customers, team members are more valuable than any customer. If customer is being worst it’s your duty to take side of your people and never let them down.

2: Abrasive customers can get unfair advantage

Abusive people get better treatment and conditions than nice people. That always seemed wrong to me, and it makes much more sense to be nice to the nice customers to keep them coming back.

3: Some customers can be bad for business

"The more customers the better" is another phrase for business but it also seems wrong because it is not even a matter of a financial calculation, not a question of whether either company would make or lose money on that customer in the long run. It was a simple matter of respect and dignity and of treating their employee’s right

4: May lead worse customer service

CEO Hal Rosenbluth wrote an excellent book about their approach called Put The Customer Second - Put your people first.

Rosenbluth argues that employees who are happy at work give better customer service because:

·         They care more about other people, including customers

·         They become energatic

·         They are happy, meaning they are more fun to talk to and interact with

·         They are more motivated

On the other hand, when the company 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

·         Employees have no right to respect from customers

·         Employees have to put up with everything from customers

When this attitude prevails, employees stop caring about service. At that point, genuinely good service is almost impossible.

So it is very clear that any business needs to put its people firs, and watch them put the customers first.