When we get around to any discussion about customer service, and in particular customer satisfaction, a phrase is almost guaranteed to come up:

The customer is always right

But is that really true?

Before you answer, check out this YouTube video:

According to a Google search, the phrase was coined by a certain Mr Harry Gordon Selfridge of the department store fame. It is one of those phrases that is used by people who mean it literally, while the likely intent was probably not as cut and dried.

Yes, customer support staff should aim to please, that the company should be guaranteed to fix any reasonable issue, and customers should know that their problems will always be listened to.

It does neither any good to blanket agree to every demand, perceived grievance, or negotiating tactic, because some people are plain unreasonable. Some people use it as a license to make staff as unhappy as possible, or as a way of lining their pockets. Every so often there are people who just want to cause trouble, disturbance or offense. These folks are rare but I am sure everyone reading this will have heard of at least one horror story, likely more.

The biggest reason to not blindly follow the “customer is always right rule” is because it is unfair on your good customers. You know, the people who are good, honest, and need your help.

Just as the 80-20% rule holds true for most things, it is especially pronounced with “problem customers”. A small percentage of your clients will make up for the vast majority of your day to day problems, or the really big fires that need putting out.

If you allow yourself to be distracted by the serial complainer, the attention seeker or the “high sense of entitlement guy” you have less time for the people who are your best and nicest clients.

By no means be rude to them, try to help them as best as you can, but in the end you are better off not having them as your customer any longer.

So, in fact, “the customer is always right” is true. If they are consistently wrong, they should not be your customer any longer.

Focus on the people who can be helped, and fire the abusive, obstructive, bad payers, and loud mouths. Nurture the folks who make business a joyful partnership rather than a battle of wills.

What do you think? Please share your experiences and thoughts in the comments …