Why “The Customers Is Always Right” Isn’t Always Right?
It is a well-known belief that in the world of business “the customer is always right”. The phrase itself was coined by American business magnate, Harry Gordon Selfridge, who opened his first store in 1909 London. The phrase led people to believe that they would get good customer service from businesses who implemented it in practice. For businesses, it grew to be a popular business strategy that could potentially help them retain more customers. While keeping your customers happy is always important, going out of reach to please everyone isn’t always a good idea. Below are a few reasons as to why sometimes, the customer isn’t always right.
1. Knowing what your customers need
In many cases, a customer may know what they want but not what they need. Some may claim to be experts on a certain product or service and complain to you when neither one works. This could be because they used it improperly or that they chose the wrong product/service. As opposed to agreeing with them, you can help them understand how to use a certain product or service correctly. It’s important that they know what is the right product or service they should use and help them find it. If a customer is still not satisfied, refer them to someone else who can help them. Doing so would at least improve your business’s reputation for being honest. Always aim to be as helpful as possible so that they would be more inclined to come back. More info can be found here.
2. Bad precedents
Allowing one customer to believe that they’re always right could set a bad example for other customers to follow. Problem customers could create a precedent where hostile behavior is accepted in your business thereby impacting your other customer’s experience. Some owners may try to appease to their demands for fear of delivering bad customer service or getting bad reviews. This could make your more loyal customers feel very uncomfortable and disrupt your business’s workflow. These type of customers are obviously never right for your business. While you should always be courteous to your customer, you should never let them push your business around.
A good business would go out of there way to provide quality service but sometimes it can go too far. For companies, especially small businesses, there’s a limit to what they can provide so it’s best to allocate your resources wisely. There may come a time when you will meet a customer who will never find anything that you do satisfying. If you come across such a customer, it is better that you cut your losses and move on. No one customer should take priority over your business, and no owner should drain their resources to satisfy one person. Instead, focus your time and effort on your other customers and employees to efficiently manage your resources. Never feel guilty for getting rid of one unsatisfied customer.
4. Employee satisfaction
Your employees are just as valuable as your customers so you should treat them right too. A working environment that always puts the customer before employees can create some problems. Among them included low morale, which can affect the quality of the customer service they provide and resentment towards employers. By siding with your customers all the time, you send a clear message that you don’t have your employees backs. It also shows lack of faith from your employees to deal with certain situations. If you let this problem grow, your business might face turnout issues. The fact is if you want happy customers you got to have happy employees working for you. Satisfied employees provide excellent customer service which adds more value to your business. Make sure you treat your employees right and remind them how important they are to your business too.
A good business always provides the best service they can so that their customers will keep coming to them. A good employer, however, knows when someone is bad for business and when to cut them loose. Going out of your way to please all of your customers can have a negative impact on your business. Not only could you lose other valuable customers to your business but you lose your employees as well. Keep them both by making sure that your employees stay happy and productive so that your customers stay cheerful too. Don’t let a “right” customer ruin your business.