Are Customers Always Right?

… Or is it just a case of blatant disregard and intimidation of employees in the interest of the business.

Contrary to popular belief, I decry the negative assumptions that the customer is always right. It is dishonest to your customers and accounts for some of the reasons your staff and salespersons only do as much as is needed to stay on the job and get paid than make extra commitment to take initiatives, be innovative and be more productive.

Managers with this ideology only care about the numbers (which is okay) but, is it not even better to build on ideologies that thrive on doing the right thing, not just for profit sake, but right enough to ensure camaraderie in your organization.

Your clients and customers are reasonable enough to appreciate that the manager who has demeaned his or her staff to make profit only have values for the numbers and not for the people. This makes me wonder what relationships they are willing to build with your business and the nature of the values it will thrive on.

Customers are not always right because anybody could be wrong. This explains why Southwest Airline, a company highly respected for its amazing customer service does not, as a matter of policy believe that customers are always right.

The idea preys on the self-esteem and basic human dignity of the same people you rely on to keep your business running. That said, when your organization is built on the right culture, believes and values, resolving customer related conflicts and as well as internal organizational conflict will not only result in a greater level of trust and mutual respect, it will also lead to increased confidence in what you do and why you do it.

Viscerally, it is safe to assert that holding the assumption in discuss only show that your business thrives on mediocrity and bogus values. Your people need to know that you can defend them, it is only at this point that they can offer the level of commitment that outrageous salaries cannot buy.

Customers are not "always" right. What is right is a balance, a balance of purpose, culture, motivation, values and interests. When your people are your greatest asset, customers are not "always" right. Give your staff a purpose, a reason to believe in what you do and watch your business soar.

˜˜ Odii Victor

Cartoon credit; Vector Stock