Sometimes the Customer Is Wrong

We’ve all heard that adage that the customer is always right. It’s a mantra that has shaped many of the interactions between businesses and their clientele. Upon closer inspection, however, most of us realize that this age-old saying is not always true. In fact, those of us who’ve worked in customer service understand well that the customer is often wrong. Let’s be careful, then, to avoid dogmatic precepts like these and instead embrace a more balanced and respectful approach to customer interactions. Doing so will benefit everyone in the long term.

Employees Are the Experts

Counterintuitive as it might seem, by acknowledging the customer is sometimes wrong, we can create healthier and more constructive exchanges. No one is infallible, and customers, like any group out there, can make mistakes or hold misconceptions. This isn’t really all that surprising, especially given that employees should know more about their products and services than do their customers. Thus, front-line employees must approach these interactions with a mindset of patience and understanding rather than blindly adhering to the belief that the customer is always right. By taking this approach, both parties can collaborate to find the best solution through the use of open communication, and consequently have better experiences.

Patience and Respect

Crucially, we must emphasize that a customer should never be corrected in a condescending or argumentative matter. Treating customers with respect, even when they are mistaken, is paramount to a successful exchange. Front-line employees must employ effective communication skills that allow them to tactfully guide the customer toward a more accurate understanding. By maintaining a positive and courteous manner, employees have the opportunity to build stronger relationships with their customers upon a foundation of trust and transparency. The inverse is true as well, as customers are much more likely to receive a positive outcome if they remain respectful and patient.

Setting Boundaries

Accomplishing all of this requires empowering front-line employees—especially those in customer-service roles—with the authority to successfully navigate combative situations. This includes the right to fire their customers, specifically when they become unreasonable and abusive. Note well that this doesn’t mean the employee is escalating a conflict or engaging in a confrontation. Instead, they are setting clear boundaries by requiring respectful communication. Consider this a cornerstone for a healthy company culture, one where employees keep their dignity intact. Otherwise, morale will plummet. Employers should respect their employees enough to protect them.

How We Go Forward

So, let’s critically reflect on popular wisdom like the customer is always right. By adopting a balanced perspective that recognizes the possibility (perhaps even the probability) that the customer is wrong, we can approach these interactions constructively, with patience, good manners, and a commitment to finding an amicable resolution. In the end, businesses have the opportunity to foster positive relationships with their clientele, where neither side feels like they’re being taken advantage. This is how we can build a customer-service ethos that prioritizes collaboration, understanding, and the well-being of both customers and employees alike.

Whether you’re a business owner looking to better train your staff to handle sales and service with the kind of aplomb that earns long-term customer loyalty, or you’re a just an average customer passionate about high-quality customer service and seeing the businesses in your local community improve, The Brandt Group is your partner. We provide world-class mystery shopping to our clients, and we can only do that with the kind of honest, real-world feedback that regular consumers deliver.

Got a business that you want to take to the next level? Contact us here.

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Together, all of us can forge better relationships between businesses and their employees, for the benefit of all. We can’t wait to get started with you!