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Preview: Comments on: Top 5 reasons why “The Customer Is Always Right” is wrong

Comments on: Top 5 reasons why “The Customer Is Always Right” is wrong

Last Build Date: Mon, 15 Jan 2018 00:15:23 +0000


By: Adriana

Tue, 24 Oct 2017 15:00:32 +0000 Just wanted to know did you also write the article for the Huffington Post? It seems to be the same here. Loved the article.

By: Antony Woods

Sat, 09 Sep 2017 20:56:42 +0000

I just wanted to ask this question are you treading on a slippery slope to appease your millennial employee to act poorly towards customers who are right in the way they wanted to be treated. Maybe you need to consider the customer has all the money and without the customer there is no business no employee no CEO no nothing. If you keep your "the customer is always right" is not right attitude how long will it be before you have no customer and no business?

By: Affective exchange and workplace aggression – Research, Write, Repeat

Mon, 10 Jul 2017 20:00:34 +0000

[…] it’s time to protect workers from abusive customers, and Alex Kjerulf pointing out that ‘the customer is always right’ maxim often proves wrong (and can actually lead to worse customer […]

By: Elena Koleva

Sun, 25 Jun 2017 14:56:00 +0000

"The customer is always right" is half a sentence. The rest of it is "if the customer is reasonable and not an idiot and/or asshole".

By: Right customer

Fri, 28 Apr 2017 09:08:38 +0000

"Customer is always right" doesn't have to mean a free ticket to Paris. How about an apology and a "we'll do better next time" and we will pass your experience on to the management so they can constructively apply your feedback. This movement against "customer is always right" has turned into the death of any kind of effective customer service and any kind of quality control of cs.

By: Beatriz

Tue, 07 Feb 2017 21:29:03 +0000

All these people defending the idea that the customer is always right are probably the people who think they should be allowed to treat people like peons and dog crap. News flash - all human beings deserve to be treated with respect. To receive respect, you must give it. I will not work for a company that doesn't back up its employees. If employees are treated like crap, they will NOT give the best service. Also, consider that none of these people are PAID enough to be actually, truly ABUSED by anyone. This was an excellent article!

By: Sarah henry

Sun, 29 Jan 2017 07:13:55 +0000

In the 15 years I worked in retail I had ONE single manager who ever backed me, and that was one incidence. Many different jobs, many different managers. Most of that boiled down to either "the customer is always right", or the manager basically not wanting to deal with a cranky customer. Did I resent that? Absolutely, they clearly didn't care for me, why in the heck should I care for them? Luckily for the customers, I believed in doing a good job. "The customer is always right"? Frankly the customers that use that are the ones that are in the wrong, almost every single time. The customers who aren't trying to break the rules or have their way just don't say that infuriating phrase. The ones who do, they are the very customers you just don't need, because yes, some customers are simply not good for business. Here's why, cherry picked from far to many incidences. When I worked at Michael's, almost 20 years ago, we mailed out coupons that were 50% off any REGULARLY priced item. It was fairly common for a customer to ask it to be taken off the original non sale price of something, the answer was always no, and most people were fine with that. However, we had a customer who was infamous for throwing a hissy fit and generally being nasty. Her quote was always "you always HAVE let me do it, and you always will". She's allowed to break the rules, and once that door is open, it's nearly impossible to shut. Maybe she came in other times and paid full price, and that might make her worth keeping, but in my experience someone like that will continue to try and ripe you off. Why would you want that customer? That was also the place where I was treated the crappiest by a customer (well two actually, the other called me a satanist). She called me a f***ing moron, and idiot, a long steady stream of obscenities and nastiness. Why? Because I couldn't get the attention of the key holder I needed to accept a check. No one backed me, and I ended up sobbing, not only wasn't I backed, but I wasn't given any time to compose myself. The customer was just allowed to abuse me. I could fill this for days with the incidences where the customer wasn't right, but was allowed to get whatever they wanted. I have endless stories of how when the customer was allowed to be right, when wrong, they continued to do the same crap. This includes allowing someone to return something for the new one, year after year, taking back shoes that still had some other businesses tags, paying someone for a rug the customer spilled paint on, returning stuff bought at a yard sale, it's just endless. I'll grant, not all customers that pull the "the customer is always right" card goes on to constantly rip off the business, but in my experience it happened enough that allowing them to be right when they are wrong just makes little sense. Yet time after time, the employer will expect you to up hold rules they won't. Little makes you more upset, feel more resentful, than when you've spent time trying to find really pleasant ways to say no, only to have management come by and do it anyway. I just about never felt important to my employer, and no matter how good an employee I tried to be, it never mattered to the employer. Both the customers who are right, as well as employees would all be done well for that concept to hit the trash bin.

By: Economic Dip? Try Some Private Label Chips! |

Thu, 26 Jan 2017 16:07:53 +0000

[…] It takes a lot sometimes, to win over a customer. Like I said, price is a factor, but not the only one. However, you cannot deny that during time of economical downs, the private label businesses becomes more lucrative. It makes sense that when people have less money, they will be looking for cheaper versions of well-known products. In some cases, the private label products are manufactured in the very same plant or factory as the brand name products. That just goes to show how much marketing and advertising has really changed the way we do business, for better or worse. […]

By: Stefan

Tue, 23 Aug 2016 23:00:30 +0000

Hallo, i can see the idea behind your five points. Still you miss one very important rule: need/demand> solution > supply . Every business if providing a solution to a problem that a group of people (market) has. It goes like this: the market has a need; the person that answers that need creates a solution for it, he does supply the market with the solution for that need. If there is a wrong customer knocking at your door one of two things happened: 1. You failed to regocnise the need of that customer, leading to creating the wrong solution, and supplying something that is not fit for the person you have targeted . You are providing the solution to a group of people you have selected - it is up to you to provide it in a proper way.... 2. You have defined your product poorly or have used the "fame" of a type of product created by your competitors, and now you are unhappy that people come to you and want the same treatment or better.... Still your own fault, you have failed to recognise the risks of publicity. Ofc, i am open to discussion. If you think those things don't apply to the 5 points of the author, or that you can prove them wrong i will gladly take part in the process. P.S. When somebody comes and does not use your service/product he is not a customer. When somebody is unhappy from what you have provided and blames you, most of the times its your own fault - either bad PR, not enough knowledge of the laws ,bad logistics or in most of the cases you have created expectations that you can not meet.... P.p.s. : There is no such thing as a wrong customer in the days we live in, we have better understanding of Marketing and PR, the tools are there. If you do not use them and attract misinformed people its your own fault.

By: Customer and Business Matchmaking – The Business Hub

Thu, 23 Jun 2016 14:02:26 +0000

[…] “the customer is always right.” CEO of Woohoo Inc., Alexander Kjerulf, informs us on his post on that the phrase was coined by Harry Gordon Selfridge, the entrepreneur who started […]