This is a traditional and, by the way, quite free [interpretation] of the thoughts of our colleagues NiceReply regarding the question of unconditional love for the customers. Do we always have to tolerate even the most intolerable of them?
"The customer is always right" has become a motto for many companies around the world. Now is the time to stay away of this credo. Here is why.
Enforcing "the customer is always right" on your team members immediately puts them against the customer.
This phrase appeared in an era when relationships between the customer and the seller were transactional, where the sellers had almost unlimited freedom of action and felt their dominant position. Nowadays, business functions in a very different way but for some reason the approach remains.
At what point does this attitude towards the customers can hurt your business? In everyday life, we don't give people that much of freedom. Instead, we often assume that they are wrong. Overall, we are all human beings and we are all make mistakes.
Of course, treating customers with respect and showing them they're valued are unquestionable, and these things should be enforced in your company. However, let's admit it: there are "bad" customers out there, and loss of them is less painful for the business than handling them.
We have formulated some simple tips for you to help you to see the problem from another angle, and, perhaps, review some of the standard old-fashioned approaches.