Do you know that the phrase "The customer is always right" is not always right? The man who coined this phrase was Harry Gordon Selfridge, who founded the Selfridge Department store in 1909.
Little did he know that this phrase would be used all over the world to induce employees to give the customer what he wants, and to lure the customer into thinking that he will get good customer service no matter what.
And that is the problem. Knowing that most commercial establishments practice this concept, unscrupulous customers (some not knowing they are like that) have levied unbelievable demands to stores, service stations, airline companies and what not, which cannot be rightfully fulfilled by the employees or the companies involved.
It is time to right the situation and treat this phrase like it is to the satisfaction of everyone, both the customers and the establishments. Here are some legitimate reasons why a business establishment should not think the customer is always right.
1. It is bad for your employees
Wear the shoes of your employees just once and serve an irate customer whose demands are obviously unreasonable. Would you like to be on the receiving end of something that you think is not your fault?
For sure, your store staff will feel bad about the incident and he will carry that feeling throughout his shift and maybe let his feelings out to the next customer he serves. That is bad for business.
The best thing to do is to politely inform the customer that his demands are not right and if he still does not modify his actions and demands, that he could bring his business somewhere else.
2. It is bad for your customers
Uninformed customers need to be informed about the wrong notions they have about customer service. If they are wrong and the store staff will not correct them and will just accede and comply with his demands, the customer will just carry on, and do the same thing to other commercial establishments. Meaning he will carry his virus where ever he goes, and given enough time, he will infect every establishment he does business with.
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