Is The Customer Always Right?

What is your first response when a customer complains about your business? Is the customer always right? Many businesses, big or small, often live by this mantra but is it good for business? Some businesses assume that providing the customers exactly what they want or need is better than the risk of losing them. 

In this article, you will see that not all customers are worth keeping. Building a business means listening to customers, but changing operations because of the views of one customer could mean the loss of hundreds of other customers. One customer could be right, but when one customer is saying the same thing as hundreds of others, then you really need to pay attention and listen. 

Why customers is not always right:

Businesses are not omnipotence 

Your business can only do so much and has limited resources. Limited funds, time, and energy. We can all agree that there are some customers that complain bigtime just to satisfy their needs and because they like complaining. It is not smart to satisfy someone who doesn’t want to be happy.  Some customers complain so that they get the discount codes, or vouchers that are often given out to complaining customers. Some customers just like complaining. 

Unhappy Employees

SMEs often operate with freelance workers and it isn’t justifiable to make your employees believe that customers are always right. If the customer is right, it could mean that your staff are wrong. Siding with an enraged or intolerable customer could make your employees feel dejected. It is important to remember that it is best to support your employees because they are the people who’ll help you improve your business. Don’t let your employees feel betrayed and frustrated or else, they would end up being unhappy and would likely quit their job. 

It results in worse customer service 

Sometimes, employees are just enforcing the rules and processes set for them. There are instances when unreasonable customers ask more from the staff than they are authorised to give, or than they can give. This makes the staff hesitant and nervous about their job. Do they do what the company wants or what the customer wants? 

In addition to that, some customers are bad for business. It is not all about the number of clients that will make your business thrive but the quality of your customer and your repeat customers. Not losing respect and dignity is more important than losing money. 

Your business can not be all things to all people, you have your business niche, stick to it and excel. Start small and build up. Keep your foundations strong. 

In this article, you will see that not all customers are worth keeping. Building a business means listening to customers, but changing operations because of the views of one customer could mean the loss of hundreds of other customers. One customer could be right, but when one customer is saying the same thing as hundreds of others, then you really need to pay attention and listen. 

Why customers is not always right:

Businesses are not omnipotence 

Your business can only do so much and has limited resources. Limited funds, time, and energy. We can all agree that there are some customers that complain bigtime just to satisfy their needs and because they like complaining. It is not smart to satisfy someone who doesn’t want to be happy.  Some customers complain so that they get the discount codes, or vouchers that are often given out to complaining customers. Some customers just like complaining. 

Unhappy Employees

SMEs often operate with freelance workers and it isn’t justifiable to make your employees believe that customers are always right. If the customer is right, it could mean that your staff are wrong. Siding with an enraged or intolerable customer could make your employees feel dejected. It is important to remember that it is best to support your employees because they are the people who’ll help you improve your business. Don’t let your employees feel betrayed and frustrated or else, they would end up being unhappy and would likely quit their job. 

It results in worse customer service 

Sometimes, employees are just enforcing the rules and processes set for them. There are instances when unreasonable customers ask more from the staff than they are authorised to give, or than they can give. This makes the staff hesitant and nervous about their job. Do they do what the company wants or what the customer wants? 

In addition to that, some customers are bad for business. It is not all about the number of clients that will make your business thrive but the quality of your customer and your repeat customers. Not losing respect and dignity is more important than losing money. 

Your business can not be all things to all people, you have your business niche, stick to it and excel. Start small and build up. Keep your foundations strong. 

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