Why The Customer Is Never Always Right?
It is commonly said when it comes to business the customer’s always right while that may be a way for businesses to keep their customers happy but the saying itself does not always help a business succeed. Sometimes customers can be wrong and believing that they’re always right can have a negative impact on a business because too much is being invested in satisfying one person for temporary satisfaction which can do more harm in the long run.
1. The customer does know what they want:
Customers sometimes think they know everything and to tell them otherwise sometimes lead to conflict. The fact is that the reason why customers come to your business in the first place is because you know what you and your employees know what they are doing and they should not be the ones telling you what they know because it should be the other way around. Since you are the expert you should explain to your customers what they need to know about a product or service and if they are not satisifed you can always refer to someone else who could help them because if you cannot atleast you can improve your businesses reputation by being truthful but always be considerate of customer’s past experiences and be respectful to their wishes just don’t give what you can’t provide.
2. Bad precedent: The use of “The customer’s always right” sets a bad example for customer interaction because it basically says that no matter what the circumstance is anything the customer says is true. If a customer for example purchased an item earlier in the week but returned because they were dissatisfied with the product but have already taken it out of its packaging and want to try to return it for a refund even though its against the store’s policy to do this. In the event that the customer becomes belligerent and insist the store take the returned item you’re basically letting your employees know that the customer can get away with anything if they have a bad enough temper tantrum. This is a very unwise habit to be encouraged.
3. Customer disservice to other customers:
Every now and then some businesses get that one customer who gets a little agitated and ruin the quality of customer service to other customers. In this case you can’t provide other good customers what they need because someone else is ruining it for them. A hostile can harm your business in several ways one of which is the impact that rude customers can make other customers feel uncomfortable not to mention employees too. The time you spent trying to diffuse an issue with a stubborn customer takes time away from helping others and is costing your business profits not to mention how it can effect the mood of your staff so it is in your best interest to dismiss rude customers and cater to the needs of your most compliant ones.
4. Employee satisfaction:
Your employees are your most valued assets and if you treat them right then most of the time they will treat their customers right. In a situation where a manager are caught in between an aggressive customer and a employee whose trying to cater to their needs backing the customer depending on the situation sends a clear message that you don’t have your employees back. If you have trained your employees right and they have a history of providing excellent customer service there is no reason why you should’nt be on their side because one employee brings more value to the business then one bad customer. This would transfer into their work performance and they might not provide that good service or even stay in the company for long. Trading one good staff for one bad customer is never a good deal.
The point of every business is to provide a product or service so both businesses and customers can benefit. However that does not mean you must go to great lengths to please customers when you know they can harm the way you do business. Always treat your customers and employees with care because losing either one would damage how well your business do but stick to what you know and don’t let anyone try to turn you or your employees against your companies values.