Being a business owner means I have to ensure that my customers receive amazing customer experience. I expect the same. But, does having the belief that the customer is always right actually help my business, or not?
In 1909 Harry Selfridge, John Wanamaker and Marshal Field used the slogan, “The customer is always right”. It was to guarantee a fantastic shopping and customer experience. Since then, entrepreneurs have either embraced this idea or have rejected it completely.
Is the customer always right?
I believe most people are honest. This puts me in a position where I treat all my customers with complete respect. Just imagine going into a convenience store to buy a pack of gum. The owner has no trust in you as his client and you feel it as he scopes you out. His suspicious behavior is offensive and could ruin his rapport with his customers. Yes, history might have proven to him that there are people out there who steal or sabotage a business; however, it really is a small percentage in most industries. Treating everyone as if they are out to get you is an unhealthy business practice. Customers want to feel appreciated. So focus on the good in everyone who uses your services or products without being pushed around.
Appreciating a customer doesn’t mean that they can walk all over you or abuse you in any way. So finding that balance between trusting your customers, and sticking up for your business is essential. Blake Morgan is a Customer Experience Advisor who vlogs on YouTube says, “The customer is not always right, but your response has to be.” That is exactly how you should train yourself and your employees. Let the unsatisfied client know you are doing all you can to resolve the issue, even when things get heated. For ideas on how to diffuse a situation read our blog on Dealing with angry customers.
Hopefully, the number of people you encounter who want to take advantage of you is minimal. Prepare yourself to be calm, and breathe. Reassure the customer you are listening to their complaint, and let them know you appreciate their business and decide what you think would be fair if you were in his shoes.