The customer is always right? NO!

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"customer is always right" approach is not always valid. The examples we gave at the beginning of this video are a clear example of this. Perhaps we can accept this statement by making the following correction: The customer is always right within certain norms and rules. If we look at the history of this expression in general, it dates back to the 1900s and was first proposed by a businessman named Harry Gordon. The purpose of this sentence was to resolve customer complaints, to make the customer feel important, and the company's employees to pay attention to customers. The phrase "The customer is always right", which was formed in the past, may be replaced today by the phrase "The customer is sometimes wrong."
Let's take a closer look at why the customer is not always right.
As the first reason, sometimes the customer is not really right, for example, even if the company's employees do their best to satisfy that customer, customers can be very rude to employees. In this case, when the company manager says that the employee is not right against the customer and the customer is right, the employee may already be demotivated, which will lead to a decrease in his ability to work.
As a second factor, as we know, the resources of companies are limited. For example, in the example of the sofa we mentioned at the beginning of the video. When a company takes back that sofa and returns the customer's payment, it is a loss of the company's material resources. Imagine that if there are several such customers every month and the company returns their payments in order to satisfy those dissatisfied customers, of course, the store or company will soon go bankrupt.
As another reason why a customer is not always right, it is neither efficient nor possible to satisfy all customers. Because it is difficult to satisfy all customers 24 hours a day, 7 days a week. Because each person has a different taste, in this case, trying to convince all of them will soon lead to the failure of the company.
The nuances we have listed allow us to say that the customer is not always right. However, every company must know in advance when its customers are right and train the company's staff. In this case, the company's employees will have fully mastered how to treat customers. In this case, customer satisfaction will be higher.


#marketing #customerservice #customersatisfaction