IS the customer always right?

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By tonymac04



Customer service - the often-forgotten truth

My belief is that the customer is NOT always right, in spite of the popular saying.

However, the customer always deserves to be treated right. For the customer is the reason for the seller's/supplier's existence,

The problem of customer service is that organisations and their people frequently seem to forget that the customer is the reason for their existence and treat the customer as a problem, as an interruption to their work, as an inconvenience.

People in an organisation need to understand that the customer is not an interruption, the customer is the reason for their existence!

And the reason for this is that organisations frequently grow from relatively small teams of people dedicated to providing a particular product or service, to large, highly-structured and tightly controlled systems whose main focus is maintaining the structure rather than serving the "inconvenient" customer or client.

In the plethora of regulations and Standard Operating Procedures the client is forgotten and often simply ignored, or treated like a gate-crasher at a party, an unwelcome guest.

Organisations need to structure themselves in such a way that every employee is fully aware of their role in meeting or exceeding customers' needs, because it is only in so doing that the long-term viability of the organisation can be ensured.

Every person in the organisation should be working to ensure that at the end of the service delivery path is a delighted customer who will, because of the good experience they have had, come back time and again to the organisation to get their needs met.

So why do I say that the customer is not always right. Customers often do not fully understand the product or service they are offered. They do not alwaysseek the service or product from the appropriate organisation. They sometimes treat the customer service person badly.

And that is the crux of the matter - how people are treated is the most important facet of the whole service delivery effort. And it will generally start with the service provider's staff - they need to have all the necessary skills to handle customers in the way customers deserve to be treated; indeed the way all people deserve to be treated - with respect, understanding and involvement. An organisation which appreciates fully the needs of its customers and works to meet or exceed them, will also treat its people well.

An organisation needs to treat its own people as well as it would its most valued customer, for in so doing it will ensure that its customers also get such treatment.

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ProCW profile image

ProCW  says:
2 years ago

I agree. It is of the utmost importance that the business treats its employess/own people well. Doing so gives the employee a good sense of belonging and would benefit the business and the end-customer. Great hub!

ProCW

PS. Thumbs up!

Chairman Matt profile image

Chairman Matt  says:
2 years ago

Very well said, Tony.

One can actually hurt his credibility by appearing to be just an order taker instead of a highly skilled consultant that they sought out just like a dentist or doctor.

CPAs and doctors begin with a list of questions designed to isolate the problem(s), which builds their credibility and helps them get to "know" the customer. This is also a great way to weed out the problem prospects to avoid confrontations with customers.

KDorfman profile image

KDorfman  says:
14 months ago

Indeed, you are right sir. The Customer is not always right, and sometimes is just plain wrong, but the correct service to them since they are the reason for a business' existence is always the right thing to do. Absolutely.

compu-smart profile image

compu-smart  says:
14 months ago

If im the customer then yes, the customer is always right! if im the shop keeper, then no!!

:)

justmesuzanne profile image

justmesuzanne  says:
12 months ago

Very good points. Having done a lot of customer service myself, I can say that when you not only practice, but believe in good customer service skills, your day (as the customer service rep) goes more smoothly, and you can be happier with your job.

needful things profile image

needful things  says:
12 months ago

I agree with compu-smart... but based on my experience as waiter in a restaurant... we were trained that the customer is always right sometimes...

GeneriqueMedia profile image

GeneriqueMedia  says:
9 months ago

"However, the customer always deserves to be treated right. For the customer is the reason for the seller's/supplier's existence,"

Well spoken, and oh so true. When I'm at work and someone says "Really, you don't have to help me so much," or "thank you for your help!" I generally reply with "No problem, without you I wouldn't have a job. Thank you for shopping with me today."

"I've never gone to college but if I did I'd do all my finals in a resturant..because the customer is always right."-Mitch Hedberg

MikeNV profile image

MikeNV  says:
4 months ago

This is actually a good argument for not having giant corporations keeping business sizes small enough to provide service. In America we have Nordstrom's and they treat you according to "customer is right" philosophy. I love the store. They make you feel a certain way. It costs more to absorb the returns, but they also attract a higher end customer who expects a certain level of service. So it works for them.

I don't know if it would work for everyone. I agree customer should always be treated right, even if what they want or say is not right.

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