The Customer Is Always Right. Right?

Or are your employees more important?

Photo by Christiann Koepke on Unsplash
Thu, 12/01/2022 - 12:03

The saying is nothing new: The customer is always right. Customers come first. We’ve heard these adages for a long time. And we’ve questioned them for almost as long. Those of you who know me know that I’ve certainly been doing that for a long time!

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Two recent experiences brought this topic back to top of mind. Furthermore, my wife thought it was time for a break from my more academic blog posts. 

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Comments

Submitted by Steve65 on Thu, 12/01/2022 - 10:30

I agree with the sentiment of putting the employee first, ahead of the customer.  I belive management guru Tom Peters preaches the same philosophy as Sir Richard. 

I believe we've all experienced customers that should be "fired". 

Submitted by GC Scott (not verified) on Thu, 12/01/2022 - 11:49

While the customer may not always be right. Poor customer service will always be wrong.

Not all Karen´s are complainers. Some are simply pointing out how a lack of good customer service is still inappropriate.

Customer facing service team members need to understand the difference and they need to stop wincing when the customer points out their perfromance failings.

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