The Customer Is Not Always Right

Let’s see a show of hands who lives by the cread; “The Customer Is Always Right”. This has been the foundation of Customer Service for many Small Businesses for decades.

Now, tell my why you think this is? The phrase was coined by Mr. Selfridge in 1909. His  theory about this statement was that it would put Customers at ease and make them more likely to buy from his Department store and it would make his employees treat the Customers good.

Did it work? I don’t know, it probably did back in the day.

Unfortunately many Small Business owners adopt that theory without giving it another thought.  This can actaully do harm to your business.

For starters, if you have employees this tells them that you value them less than a Customer. They can be less attentive if they know you have a rule that the customer is always right no matter what.

It can also allow bad customers to take advantage of you or your employees. Let’s face it, we’ve all had customers we would rather not have had. Letting a customer be rude to your business or employees is just plain bad for your business. Send them packing!

I once read a story about a lady who flew SouthWest all the time. After each flight, she would write the company and complain about something. Either she didn’t like how SouthWest doesn’t give seating asignments or that there was no First Class seats. It was always something with her. Then one day they received a letter full of complaints from the Ladie’s recent flight. They sent the letter to the Founder and CEO, Herb Kelleher, with a note that said; “This one’s yours”.

As the story went, Herb wrote back to the Lady and his note said; “Dear Ms. SoandSo (I’m sure he used her actual name), We’re going to miss you. Love. Herb”.

Herb wasn’t the only Airline Exec who didn’t take gruff from Customers.

In his book “From Worst to First”, Gordon Bethune, former CEO of Continental Airlines, stated that the company always put the employees first. His thoughts were that just because someone bought an airline ticket from Continental Airlines, it didn’t give them the right to be rude or abusive to his employees.

Making the Customer always right can allow a dishonest Customer to take advantage of your business. You know they’re out there and I know it.

Wal-Mart is notorious for its return policy. Bring anything back, many times you don’t even have to show a receipt. Now, I bet you know at least one person who has taken something back that was not legitimate, don’t you. Wal-Mart may be able to absorb bad Customers, but most Small Businesses can’t.

In nearly every instance, putting your Employees will result in them treating your business and customers better than putting the Customer first.

It can be difficult for a Small Business person to let a Customer go. But it’s almost always better for you, your employees and your busines to let Bad customers walk. It just makes good business sense to focus on your good Customers and your Employees