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Amanda Ryder Is the customer always right?
Written by Amanda Ryder   
I just finished reading an article in Nova Scotia's The Chronicle Herald that explored how the age old mantra 'the customer is always right' may actually be bad for business. The article reports that some human resource experts believe it can hurt the bottom line to preach to staff that the customer is always right, especially when that customer is behaving badly.

One expert says that by blindly following 'the customer is always right' philosophy, you could risk losing employees if they don't feel backed-up or valued. He says that sometimes customers are in fact wrong and retaining these abrasive customers can actually act as a disservice for the business.

So what do you think of the 'customer is always right' policy? Do you enact this policy at your centre? How do you deal with unhappy customers?

COMMENTS

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Written by Neville on 2008-08-02 10:32:38
When a client is totally WRONG, I try to let them know gently, which is so out of character for me! Meeting them half way is a good way to avoid a lot of confrontation also, and can deflate a possible arguement. A smile usually works well,too, so long as you aren't laughing at them!(Like when they call a gerbera daisy a GERBER! That's a baby food for goodness sake!)
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Written by Lidy on 2008-06-05 13:26:19
We respectfully let the customer know WHAT is right, not WHO is right. Avoid confrontation, but not at all cost. If customer likes to argue? Well, we all have a bad day at times... That does not make it right. Staff do need to be valued and backed-up

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