The Customer Is Always Right? Wrong.

Is the customer always right? Does it matter? Every business owner or company manager needs to properly understand the needs of the customer because future business depends on it. Isn’t meeting customer needs really the main factor when it comes to the success of the business?

If you can’t give what customers want, why would they keep coming back? At the end of the day, you’re in business because of you serve customers what they want. Your decisions as a business leader need to focus around customer wants and providing it, will keep customers coming back.

Is the customer really ALWAYS right?

It is a common slogan that “the customer is always right”. That’s just not true. The customer is wrong, a lot. Don’t kid yourself and say otherwise. Customers don’t read instructions, they don’t read Web site service or product descriptions, they follow instructions incorrectly, they break things. They’re often confused. In essence, the customer it NOT always right.

But! The customer is ALWAYS the customer. Wrong customers buy things. Wrong customers spend money. As business owners and business leaders, we want our companies to succeed. Business success involves selling goods and services to ALL CUSTOMERS, the right ones and the wrong ones. Because all customers spend money, we want them to keep coming back, right or wrong.

How much to you REALLY care about your customer?

We all love happy customers. We all love praise and positive feedback. We want to be recognized for the good things being done. All of that good and positive messages can become a trap. We can often get trapped into just loving the happy customer. We love the ones who are just positive, and wish the negative, problematic, complaining ones would just go away.

There is a real gem hidden in those complaints. The complaint and advice we get from the customer is very significant to the growth of the business. The response received from a customer after offering a product or service will help your organization to know the customer expectation and plan on how to improve it.

Negative feedback is the best place to start working to make your organization or team even better. Some people just never complain, they won’t say what bothers them, even if something really does. A customer complaint, expressed to you or not, is an opportunity for a competitor to take your customer. A customer who is bothered by something you do or don’t do, will leave the door open for someone else to try and meet their wants and needs.

Be open to the complaints, the negative feedback, the upset people. Show them you care, ask them to be involved in the process of making things better. Get ideas from them on what would make their experience perfect. Then get to work on making it happen. You’ll make yourself better, your team better, your product, good, or service better. And in the process, create loyal, committed, passionate customers who believe in your cause because they know you truly care about them, not just their wallets.

Right or wrong, you benefit from each customer.

There are so many benefits derived from customer experience management when properly implemented for a business. When you understand your customers’ feelings, aspirations and expectations, you are better positioned to motivate your service care team to perform to expectation. The customer doesn’t have to be right, because ultimately, it’s not about who’s right or wrong, it’s that you win the customer.

  • Rohini

    Treat your customer the way you wanted to be treated. 
    Being a good communicator and updating the customer on going bases, should put the customer at ease and stop any negative feedback from customer

    • themanagr

      So simple and super effective. It’s not hard, or complicated. It just takes organizations committed to creating less “DO NOT” rules for employees working with customers and more “PLEASE DO” rules for pleasing customers.

  • Joyner58

    or not the customer is right is immaterial. 
    The only relevant question, is the customer satisfied. As customer
    service professionals much of our responsibility lies in educating our
    customers. We do this by providing them with the information and options, and
    then guiding them in deciding on their own solutions. By acting as customer advocates
    we can soothe even the angriest customers and gain their trust and cooperation
    in developing enduring solutions

    • themanagr

      Too many times customer relations professionals get hung up on right or wrong when they should be focusing more on solutions or customer choices. It’s not about right or wrong, but arriving at the solution or resolution of the issue.

      As professionals, we should always remain in control of the situation, offering the customer options, choices, or alternatives to resolving the problem shows the customer that we’re there to help. Never settle for a no, give choices or advice based on your experience in working with other customers. It’s an effective strategy to win the customer.

  • Evan Hamilton

    I think your point on gathering feedback from complaints is excellent, but I’m not sure I agree with “Business success involves selling goods and services to ALL CUSTOMERS, the right ones and the wrong ones.” If you have potential customers that aren’t the right fit for your company, you should send them elsewhere. You’re doing them and you a favor, because they’re only going to have issues, complaints, and frustration in the future that you /can’t/ address because they were never really right for your product in the first place.

    • themanagr

      Great point Evan, in this case, you are completely right. No use in trying to lure in everyone when you know that you can’t provide what they need.

      My thoughts were more about “wrong customers” as in customers who make mistakes, are uninformed, or just misinformed. They may still be the right customer for you, but are going about the process incorrectly.

      For businesses to try and motivate employees by claiming that even when a customer has made a mistake, they are “right” is a deflating motivator because you know that they’re not really right. But, as I mentioned, they still are the customer and with some proper guidance, you can help them along and make the situation right.