The popular saying ‘customers are always right’ has become widely used in the business world. There is therefore the need to understand the phrase properly in order to be able to curb its excesses if any.
- Customer service
- Why are customers important?
- What is customers satisfaction?
Customer service is focused on how a manufacturer or an agent of a particular business/agency should attend to customers based on product awareness and characteristics, attitude towards customer, efficiency and problem solving.
Customers are important to your business or industry because the major aim of every business is to make and increase sales. Every strategy employed by business owners in creating awareness and marketing their business, always leads to an end means…. to make profit. Therefore, without being able to properly manage customers/consumers of your product such that you not only get them interested in your business, but also get them to patronize you; the above mentioned purpose of creating your business may not be achievable.
Customer satisfaction is simply keeping your customers happy before, during and after business transaction has been settled. A happy and satisfied customer would always refer your business and bring another customer. In customer satisfaction, getting feed backs from your customers after patronage is very necessary.
Here are the top five reasons why “The Customer Is Always Right” is wrong.
1: It Makes Employees Unhappy
In conflicts between employees and unruly customers, a wise employer would side with his people. You can’t treat your employees like slaves to your customer or inferiors, you have to value them … If they think that you won’t support them when a customer is out of line, even the smallest problem can cause resentment.
You should trust your employees over unreasonable customers. What I like about this attitude is that it balances employees and customers. The “always right” maxim squarely favors the customer which is a bad idea, because, it causes resentment among employees.
Of course, there are plenty of examples of bad employees giving lousy customer service but trying to solve this by declaring the customer “always right” is counter-productive.
2: It Gives Abrasive Customers an Unfair Advantage
Using the slogan “The customer is always right,” abusive customers can demand just about anything — they’re right by definition, aren’t they? This makes the employees’ jobs that much harder when trying to rein them in.
Also, it means that abusive people get better treatment and conditions than nice people. To me, this is wrong on every terms, and it makes much more sense to be nice to the nice customers to keep them coming back.
3: Some Customers Are Bad for Business
Most businesses think that “the more customers the better”. But some customers are quite simply bad for business.
Permit me to say this, even though your first set of customers would most likely be your family and friends, but to continue on this note may be bad for business. Most family and friends tend to leverage on relationship and abuse the laws of business, some even see it as doing you a favor by patronizing you and expect services to be rendered at no cost. This is very bad for business because it would not encourage growth.
4: It Results in Worse Customer Service
When you put the employees first, they put the customers first. Put employees first and they will be happy at work. Employees who are happy at work give better customer service.
On the other hand, when the company and management consistently side with customers instead of with employees, it sends a clear message that:
- Employees are not valued
- Treating employees fairly is not important
- Employees have no right to respect from customers
- Employees have to put up with everything from customers
When this attitude prevails, employees stop caring about service. At that point, genuinely good service is almost impossible — the best customers can hope for is fake good service. You know the kind I mean: courteous on the surface only.
5: Some Customers Are Just Plain Wrong
The fact is that some customers are just plain wrong, businesses are better off without them. Some customers can just be too demanding on purpose. An example is a rude customer, or one who compares your products and services with that of your competitor even without patronizing you yet, or one who tries to manipulate you into beating down your price below the cost price. You should run from such customers, because they would choke you up, choke up your confidence and even rob you of growth in business.