The policy “the customer is always right” originates from businesses making customer service a priority and making sure to rectify anything that the customer may be dissatisfied about. But a lot of the time, this statement can be taken out of context. Here’s a breakdown of what it really means.
Why this policy is important
“The customer is always right” policy is important because it gives the customer a good customer experience. The customer is what makes the business and brings in the money, so keeping your customers happy, even if you have to make them feel like they’re right when they’re not, will keep them satisfied and coming back. It’s also a great business ethic that’ll will give you five stars for customer service excellence.
Customers can be wrong
Customers are human beings, so they can also make mistakes. Not every customer complaint is valid because at times it’s an issue of miscommunication or simply forgetting to read the fine print with terms and conditions. Although these things happen and you realise that your customer may be wrong, you can’t make the customer feel wrong. You can let them know that you understand their point of view and will rectify it where necessary.
How to tell a customer they’re wrong
There are ways to tell a customer that they’re wrong without belittling them or being condescending. The best way to do this is by telling the customer that you understand their frustration, present them with facts and then give them a solution or alternatives about how you’re going to solve this so that it benefits both the business and the customer. This is a great way to let the customer know that they aren’t right without saying the two dreaded words- “You’re wrong”.
Why this policy can be detrimental
Customers who are often told that they’re right can be quite abusive, and unfortunately, that can affect the employees by making them feel unappreciated, unsupported and disrespected. This can be bad for business because unhappy employees will be demotivated to give their best. If you want your employees to feel good and to do well, you’ll definitely need to show them some support when they really need it.
Ultimately, this policy means that more often than not, customers think that they’re always right. And it’s okay for employees and business owners to make them feel that way if they can afford to. But, it’s also important to point out that they may not be right when it’s necessary. This is simple reminder to all businesses to put customer service and the satisfaction of their customers first. All customers have rights, but so do businesses. So maintaining good and respectful communication is good for everyone.