5 Reason why the Customer is always Right
The paradigm, Customer is always right, emerged in 1909 when Harry Gordon Selfridge, founder of Selfridge’s department store in London, used it to assure customers that they would get excellent service. He also simultaneously convinced employees to provide high-quality service. But if customer is always right does it mean employee is always wrong even when a violent, troublesome customer is involved? If an unnecessarily irate customer slaps your employee, does the paradigm still apply? Definitely, no!
Therfore, it is important to understand the extent to which customer is always right. Here are some of the reasons why customer is always right.
- New customers are hard to get.
- Satisfied customers are loyal and they multiply.
- Dissatisfied customers can bring your business down.
- Competitors will acquire your unhappy customers.
- Satisfied customers do repeat businesses.
These reasons are true but to some extent. Your employees should be your main focus because they’re the force that drives your business. There’s a direct link between happy employees and happy customers. An unhappy employee can bring down your business much quicker than an unhappy customer. Your employees have access to all aspects of your business—operations, production, sales, marketing, and IT department.
It is much easier for unhappy employees to connive and sabotage your business. It is therefore important to balance the two sides. Make your employees happy and they will make your customers happy. Happy customers don’t frustrate employees. Well trained employees will save you a lot of headache by giving your customers excellent service.