We know that the customer is supposed to always be right, but in today’s economy brands have to understand the bigger picture.
We all have seen that dreaded client that can never be made happy – in grocery store lines, on sale counters, and even in airplanes. Just take the example of Miss X who always flew Southwest and ALWAYS wrote in with a complaint! At the end when her complaints got too extreme, the team of Southwest sent the letter to their CEO who gave this simple reply: We will miss you Miss X!
So how right is the term ‘The Customer Is Always Right?’ Coined by the legendary Harry Selfridge in 1909, this term has caused a lot of sales reps to swallow their pride in front of ungrateful customers. Here we list 5 reasons why this phrase should be thrown out once and for all:
Employees’ Happiness Matters
Sometimes a company is faced with a decision where the customer is so off target that they need to lose that business and stand behind the employees.
Unfair Advantages to Abrasive Customers
By following ‘The Customer Is Always Right’, you are basically guaranteeing an abusive, confrontational customer that their demands will be met. And how is this fair to customers who are nice and accommodating? This unfairness has to stop and customers who are genuinely nice need to be treated better.
Bad Customers = Bad Business
While we have accommodated the odd request that seemed lavish from customers, rewarding crude behavior by fulfilling their demands leads to unhappy employees who will quit at the first chance they get. When the employees give in to bad customers, they will cause the other customers that may be present to act crude or go to competitors.
Worsening of Customer Service
When you put employees first and not customers, you end up sending positive signals to your employees which results in more value for people including customers in your team, more energetic work force, happier and motivated people to interact with. But when the mantra of ‘The Customer Is Always Right’ is applied, employees feel undervalued and respect is slow to come around.
Customers That Are Simply Wrong
A lot of customers think that by paying for a service, they own the company. By agreeing to their demands, managers agree that the delight of one customer is more important than the comfort and respectful treatment of others including their own staff.