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Isn't the customer is always right mentality an idea that has only come along in the 21st century? I honestly do not know, and have not taken the time to find out. However, I find the notion to be rather misguided. From a business sense, you want your customer to return. But that shouldn't mean the customer can demand things beyond the organization power does it? On the other hand, who better to dictate what is correct in a transaction then the customer? I suppose the reason I posted this in the psychology forum is because I am wondering if this mentality is a good way for us as consumers to approach businesses...
In the words of one of my former bosses, "the customer is never right, the customer just thinks they're right." This man was a very successful restaurant owner, and he trained us to always let people think they were getting "what's owed them." Until the point where customers would overstep the line and start losing us money; whether through being an unsavory presence, or constantly demanding more product than they paid for. At that point, they were 86-ed (kicked out). Our boss would say, "I'm in business to make money. I don't make money when *blank* customer is constantly demanding more food/service than what is owed to them. Therefore, I don't care if they leave."
But as a company or business owner, one must understand that about 90% of customers and/or clients are going to conduct themselves rationally and have a working relationship with reality. Which allows for profits to be made and also enable a business to deal with and compromise with the delusional terms and conditions mandated by the remaining ten percent or less that think they are right.
I own a business that fortunately does business with other businesses and a certain level of professionalism exists between all parties involved and expectations are based on a combination of reality working in cohesion with objective standards, so the issue of who is 'right' is determined independent of any one parties whims or wishes.
And the existence of defined contracts eliminate any misunderstandings. Along with the ability for one or both sides to go nuclear with attorneys if or when agreements get misaligned.
I've worked in retail management and let me tell you, most of the time, they are wrong but we let them slide just to keep them happy. Most people can't read or won't read, especially advertisement or on sale stuff. They assume. They think that just because I work there, I can do whatever they ask. Hey, I work there, I don't own the damn store.
People can really take advantage of any business adhering to that mentality:
You can break something because of your own negligence and then return it, saying it was faulty.
You can eat half a steak dinner and complain that it wasn't cooked right and then get another steak meal for free.
You can take the frustrations of your life out on a customer rep because you think they're required to take it.
Trying to appease these types only costs a company more in the long run. They are often repeat customers who've figured out how to get twice as much just by being difficult. A company should know when to break the rule. As with anything, there should be exceptions, and you shouldn't keep rolling over for the known manipulators.
Isn't the customer is always right mentality an idea that has only come along in the 21st century? I honestly do not know, and have not taken the time to find out. However, I find the notion to be rather misguided. From a business sense, you want your customer to return. But that shouldn't mean the customer can demand things beyond the organization power does it? On the other hand, who better to dictate what is correct in a transaction then the customer? I suppose the reason I posted this in the psychology forum is because I am wondering if this mentality is a good way for us as consumers to approach businesses...
Hah here in Italy the customer is always right is a joke, it doesn't exist.
We have good customers service but in America you guys go too far!!! You have to think about quality and professionalism not just to please the customer for the sake of pleasing.
When I worked in the food industry we weren't taught "The customer is always right," we were taught "Pleasing the customer is paramount." If you cook a dish to perfection, and the customer sends it back, just correct the perceived "problem" and please the customer. Sometimes someone orders a steak med-rare, but what they really mean is medium.
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