ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

The Customer is Always Right - Good Customer Service is Good Business

Updated on August 15, 2016
MarleneB profile image

Marlene is a California real estate broker who has been selling property since 1989. California Real Estate License number 01056418.

Good customer service is good for business.
Good customer service is good for business. | Source

The Customer is King

Customers are the lifeblood of your business. How customers feel about your product or service matters most. You want to hear what they have to say about you, your staff, your product, or your service. Give your customers a chance to complain. Instead of just asking if everything is alright, ask them if there is anything you can do to make things better for them. Then, let them tell you. Don’t try to defend yourself. The customer is king and the customer is always right. It is their experience that matters most. Let the customer tell you about their experience so that you can learn what it takes to improve service and win a lifelong customer.

Customer Service Statistic:

91% of unhappy customers will not willingly do business with your organization again. Source: Lee Resource Inc.

Customer Service Statistics:

A dissatisfied consumer will tell between 9 and 15 people about their experience. About 13% of dissatisfied customers tell more than 20 people. Source: White House Office of Consumer Affairs, Washington, DC

Happy customers who get their issue resolved tell about 4 to 6 people about their experience. Source: White House Office of Consumer Affairs, Washington, DC

When a Customer Asks for a Refund, Give it to Them With a Smile

It is better to give the customer a refund than to let the customer walk away unhappy. Studies show that unhappy customers tell more people about their experience than happy customers. When a customer is unhappy with a product or service, they are quick to call all of their family and friends to complain, and if they are really unhappy, they go to consumer related websites, such as Yelp, or TripAdvisor to warn potential customers about a potentially bad product or service. Unhappy people see their actions as a “public service”, so the more people they forewarn, the better they feel about themselves.

A happy customer will also tell other people, however a happy customer typically does not go out of their way to spread the good word about your awesome customer service. If someone asks, then, of course, the happy customer is willing to share their experience, but they generally are not going out of their way to comment.

Customer Service Statistic:

For every customer complaint, there are 26 other customers who have remained silent. Source: Lee Resource Inc

More Customer Service Tips

  • Respond to their phone calls promptly. Don’t keep your customers waiting for you to pick up the phone. Answer the phone by the second ring and answer the phone with a smile to let your customer know how much you appreciate their call.
  • Respond to their e-mails promptly. We live in a world where time is valuable. Don’t keep your customer waiting to hear from you.
  • Make a diligent effort to go over and above the call of duty. You want the customer to be thoroughly satisfied. The happier they are, the more likely they will be to shop with you again.

Customer Service Statistic

It takes 12 positive service experiences to make up for one negative experience. Source: “Understanding Customers” by Ruby Newell-Legner

  • Let customers know that you appreciate their business. Don’t just take customers’ money and say thank you. Show them that you are grateful that they chose to do business with you instead of the competition. Follow up with a phone call, a thank you card, an email – something that goes beyond the end of the transaction.

The Customer is Always Right

If you are in business to make money, you need the customer more than the customer needs you. If the customer is not happy, you lose the opportunity to earn money.

You are in business to sell your product or service. Your main focus should be on satisfying the customers' needs. With that being the case, the customer is always right.

Learn What it Takes to Deliver Good Customer Service

Zappos is an extremely successful business with excellent customer service. The primary goal of Zappos employees is to satisfy the customers. Watch this 1:11 video to learn some of the secrets Zappos uses to gain loyal customers.

Customer Service Secrets That Made Zappos Successful

More Customer Service Statistics

For more information about customer service, visit the InsightSquared Blog and read their blog showing 100 Customer Service Statistics.

Author Experience in Customer Service

MarleneB, a real estate broker, has been a licensed REALTOR® since 1989. While still licensed, MarleneB is retired from active sales. Having been CEO of a real estate brokerage and VP of a publishing corporation, MarleneB shares knowledge and experience for business owners.

© 2012 Marlene Bertrand


This website uses cookies

As a user in the EEA, your approval is needed on a few things. To provide a better website experience, uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at:

Show Details
HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
LoginThis is necessary to sign in to the HubPages Service.
Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
AkismetThis is used to detect comment spam. (Privacy Policy)
HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the or domains, for performance and efficiency reasons. (Privacy Policy)
Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
MavenThis supports the Maven widget and search functionality. (Privacy Policy)
Google AdSenseThis is an ad network. (Privacy Policy)
Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
Index ExchangeThis is an ad network. (Privacy Policy)
SovrnThis is an ad network. (Privacy Policy)
Facebook AdsThis is an ad network. (Privacy Policy)
Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
AppNexusThis is an ad network. (Privacy Policy)
OpenxThis is an ad network. (Privacy Policy)
Rubicon ProjectThis is an ad network. (Privacy Policy)
TripleLiftThis is an ad network. (Privacy Policy)
Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)
ClickscoThis is a data management platform studying reader behavior (Privacy Policy)