IS the customer always right?
By MsTickle
@MsTickle (25180)
Australia
May 30, 2007 7:31pm CST
What's your opinion on this term? I feel it's over-used. I've been in retail sales for most of my working life and have come across this term often. Relate any experiences you've had, from both sides and/or try and see how this term reflects both sides of any argument. Think about it and let me know your opinion please. Thanks.
13 people like this
36 responses
@Inky261 (2520)
• Germany
31 May 07
Yes, the customer is always right. If I have the feeling that my customer is wrong then I do not do business with him. I work on my own and this policy has been good for me, avoided many troubles. If I have the feeling that the customer is making a smaller mistake I am explaining the solution I see for the problem until the customer understands it. I am very polite and try to help.
But when I see a definate problem ahead I suggest the potential customer might look elsewhere and I tell him whom of the competition might help him.
@webeishere (36313)
• United States
31 May 07
The phrase, "the customer is always right" is actually used just as good service towards keeping customers. A business may not and usually doesn't agree with this statement but it's the general motto of John Q. Public and it sticks. Most big bussinesses stick to this to keep their customers from going to a competitors stores. Small family owned bussinesses actually do it for their customers happiness I feel. Some people actually abuse this setting/theory. I look at it this way and have no stories to relate either way. Hahaha!!
HAPPY POSTINGS FROM GRANDPA BOB !!~
4 people like this
@flowerchilde (12529)
• United States
31 May 07
I realized I do not like to ever shop with one of my (dear) sisters in law, as she can be very rude to the retailers or cashiers, which to me is just awful! Like going out of your way to try to wreck someone elses day. So no, I would have to say the customer is not always automatically riht, tho I see and sort of agree (within reason) with the sentiment.
@Katlady2 (9904)
• United States
31 May 07
You're right. It is definitely over used. Especially by customers that hate admitting when they are in the wrong even when it's been PROVEN that they are wrong. I used to be the assistant manager at a convenience store, and I would come across customers like that. In a lot of instances they were right, and I would just let it go. But with the ones that clearly weren't right and insisting that they were, I would politely inform them of their incorrect assumptions and tell them that they were more than welcome to go to one of the other stores in town. That usually did the trick. (I enjoyed getting sugary sweet with them because they either didn't know how to react, or they would exit the store quite rapidly. LOL)
1 person likes this
@crickethear (1417)
• United States
31 May 07
I feel that it is way over used. I go out to eat a lot, and I see hope people treat servers. It makes me sick. I have a friend who is a waitress, and some of the stories she has told me is unbelievable. She just has to smile and accept it without saying anything. To me, I think management should speak up and or allow a server to say, don't talk down to me. I do think when you work with the public, you need to maintain a professional, courtesy manner too, it works both ways, however, no one on either side should be treated like dirt.
1 person likes this
@mummymo (23706)
•
31 May 07
I have worked in a pub for over 10 years and the number of times I have heard this phrase from the customers is beyond belief! I just smile sweetly and say "you are entitled to your opinion but if you want to have a drink here it is on my terms"! The thing is you can refuse to serve anyone drink in the uk and do not have to justify your decision! I would only usually refuse someone if they had been trouble before in my pub, they were drunk, they looked under age or if they said that ohrase to me one time to many! lol xxxx
2 people like this
@weemam (13372)
•
19 Jun 07
I have heard the phrase used often pal and I think really it is meant to the sales assistants will be polite at all times , I told you my story about PC world in the last discussion and in that case PC world manager was well out of order and yes!!! this customer was right and proved it , the maker of my printer( after I contacted them personally) repaired my printer free of charge , postage paid and 2 ink cartridges included , well done canon xxx
@jeanena (2198)
• Bucklin, Kansas
31 May 07
I worked for a long time in cafes and such, I heard "the customer is always right" many times. I believe that there is such a thing as trying to please your customers to the best of your ability. But there are just some people out there that noone or anything pleases them. I also believe in "the right to rufuse service to anyone" .
@Signal20 (2281)
• United States
31 May 07
I agree, the term is definitely over used. I've had too many experiences with it lol. The one thing I've noticed though, people will use that term, as if that's their reasoning for acting like complete jerks to get what they want-even though they're completely wrong most of the time....
@gabs8513 (48686)
• United Kingdom
31 May 07
I agree it is over rated and always has been
The Customer is not always right and I know that from experience
I used to be an Area Manager and the Customer was wrong most of the time and believe me I would not agree with the Customer when he was wrong I would make them see that they are wrong
@GardenGerty (160949)
• United States
31 May 07
When people take advantage of generous return policies, and treat a retailer as if it is their own closet, it is not right. When a customer opens a product, and "tries it out" without buying it, the customer is not right. When a mom or dad gives their kids fruit to eat, before it is weighed and purchased, it is not right. I could go on. When the store treats anyone that has a return as if they are a crook, it is not right. When the store does not pay its employees well enough to instill pride in service, it is not right. It is not right if said employees are shoddy and rude, either. It is not right when management allows poor service to the customers, and fellow employees, it is not right. I think there is some wrong on both sides. I think that sometimes the store brings on some abuse by the customer by the policies it has and enforces, or does not enforce. No one is always right.
@bbsbeesknees (124)
• United States
16 Jun 07
All very true and well said. I am also in customer service; I have worked in retail all of my life-in clothing, music, and in jewelry for the last 9 years. The customer is absolutely not always right-I have seen many, many situations in which customers have badgered, pushed, screamed at and even thrown things at us when they didn't get their way. I've had women deliberately walk into my store at closing time and try to treat themselves to a private shopping spree. I had a woman threaten us with bad press because we didn't have a record of a specific purchase she claimed to have made. (She had no receipt-no proof of any kind, gave only sketchy details, not too mention we'd never seen her before.) I had a teenager girl repeatedly try to return her old-torn up, worn out jeans-a different pair every day-and none of them a brand that the store had ever carried.
On the flip side...I have met lots and lots of wonderful people, many of whom I consider friends now. I have learned so much from them-and when my time in retail is up, as I hope it will be soon, I really am going to miss my clients. I am loyal to them, and will go out of my way to give them the best service I can. I would much rather do whatever I can to resolve a difficult situation than have you storm out mad at me and my store. But with some people that is simply not possible. And some store policies MAKE it nigh impossible. If store managers and district managers would only step into their customers' shoes, and the customers could walk around in ours...
So-no, the customer is not always right...but we should treat you like you are. :)
@patootie (3592)
•
31 May 07
Yes .. I'm afraid the customer is always right .. even when you know they are wrong .. it's just the way business works ..
What makes a good staff member is having the ability to correct a customer when they are wrong yet still make the customer think it was her idea or decision ..
@angelfantasy23 (561)
• United States
9 Jun 07
I don;t feel the customer is always right. I used to work in fast food and I had to deal with many attitudes and I knew the customer was wrong alot times.
@sadanand (191)
• India
31 May 07
Well, according to me customer is an integral part of a business establishment. The very existence of the business depends on the customer.Being in retail industry I am sure you have come across all the customers. According to a survey conducted, there are atleaset 18 types of customers ranging from prospective customer to the irate customers. I do hail from the customer service industry and strongly believe that a customer should be treated like a small baby, well handled and well caring. It is easy to lose a customer than to get a new one. Most of the businesses on Earth collapsed because of bad customer service. Hence, it becomes very important to treat customer with par excellence.
Retaining the existing customer and fishing for new customer has become the magic mantra of most of the businesses around the world.
Thanks,
Sadanand.
@netbuster (99)
• India
31 May 07
In a personalized service like the star hotels, the customer is always right. They probably pay what, some $150 for such luxury. They feel they better get their money's worth.
Another example would be when we come across two restaurants serving the same type of food. If we see the crowd moving on to one and not the other we know the customer's always right.
@sree32 (64)
• India
31 May 07
This can not be generalised. In certain cases, you need to support customer and in some other cases you need to support your shop management. This may vary from case to case. I think in retail sales, customer satisfaction is a very critical area.
@misheleen73 (6037)
• United States
31 May 07
I have worked in customer service almost me entire lief. And now working as a 911 Dispatcher, it's pretty much the same. Now I get "well I pay YOUR salary" I hate that. I am usually pretty nice to people on the other end of thephone when I deal with customer service, as I know how hard it can be and they are really limited in what they can do. I do however, hate the ones that are just plain rude from the get go. The customer is not ALWAYS right, but should be treated with respect and dignity. And the same goes for the customer service rep. If you want to be treated respectfully, you must respect people as well.
@kayrod2 (1304)
• Australia
31 May 07
Yes, the customer is always right -NOT. I so hate this saying, but when you are in business, you have to bite your tongue sometimes. I have served many a customer in the past that think they are in the right. You just want togo off at them, but cant. Some see it as they know best, and it is like you are below them. But your not. There is situations where the customer is right, but these are usually the polite ones. I cant stand how some people are so rude to service people. I have never been, and never will be. I just have respect for others.
Best wishes to you, hope all is going well.
@windchild (26)
• United States
31 May 07
Yes the dcustomer is always right, only because they are spending their money not yours, its hard sometimes but you always have to remember that with out customers you have no job and there would be no store.
