‘Customers are always right’ is probably the most abused privilege in history since Harry Gordon Selfridge popularised the catchphrase in 1909.
It has made business owners frequently go to absurd lengths to satisfy customers. Even the most unreasonable and wicked customers have been indulged on this premise.
Treating customers like they are always right can be self-destructive for business owners. It has far-reaching implications for the company and everyone involved, including customers.
Customer-centric thinking is currently obsolete and irrelevant. It may be obstructing the route to genuine excellent customer service.
There are, however, compelling reasons to abandon the dated phrase. Here are five reasons why the customers are not always right.
Employees are not supported.
The mindset of ‘the customer is always right’ might damage your customer service team’s morale. Customers that call your customer service personnel will constantly be obnoxious and rude. These consumers are difficult to deal with, and despite your team’s best efforts, a successful outcome is not always achievable. If you take sides with these customers, you risk alienating your workforce.
Retaining high-quality employees with whom you have faith and trust should be your top goal. If the customer is always right, staff must deal with consumer abuse without management’s help. This will make employees move on to new opportunities with less anxiety. Support your team, then your consumers.
You are working with limited resources.
Your resources, as well as those of your employees, are limited. You have a limited amount of time, money, energy, and patience. The harsh reality is that some consumers will never be satisfied, no matter how hard you try. No matter how much time you put in, these customers will be dissatisfied with the service you deliver.
You shouldn’t feel bad about moving on if you’ve done your utmost to address their problems. Your company does not exist only to serve that one customer. You also help your staff while attending to the requirements of hundreds of other clients. To keep pouring oneself into a customer at the expense of others is irresponsible.
It puts employees against management.
Employees are pitted against consumers by the message that the customer is always right, giving the customers more advantage. As a result, numerous problems arise.
It demoralises employees, builds resentment against the higher authorities and indicates that the company prioritises customers before employees. It also shows a lack of trust in the employees’ abilities to address problems.
Customers are not experts.
A consumer may believe that they are the expert at times. When they think things should work in a particular manner.
This can occur on a smaller scale when a customer is dissatisfied with your product because it does not perform as expected. Or when a customer misused your product and damaged it.
Allowing the customer to believe they are always correct can be risky, depending on your business.
Treat your customers as though you are the expert rather than responding as if the consumer is always correct. It would be best not to do this annoyingly or arrogantly, but rather in a helpful manner. Assist them in determining the most effective methods to use your product or service.
You don’t need all customers.
When it comes to running a business, unruly and disrespectful customers are inescapable, but that doesn’t mean you have to keep doing business with them.
Clients who are frequently unreasonable, do not pay on time, are abusive, and take up too much valuable time are examples of customers who are not worth having.
Time is a precious resource that is frequently underestimated when dealing with clients. For example, If you have limited, micromanaging customers depleting company resources, you may lose traction with the clients you like.
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