Customers are human like the rest of us and may be wrong, even though they feel they are 100% right. However, there’s a good reason the “customer is always right” precept has been drilled into us. The reason being it is not a prudent business practice to antagonize and possibly lose a customer who believes they are right. Every successful sales or service business will proclaim that maintaining good customer relations is paramount to the growth and profitability of a company. The caveat to “Is the Customer Always Right" depends on the amount of the adjustment, refund or other compensation. If the amount is insignificant, by all means settle quickly. However, what if the the customer’s erroneous belief will cost the company an absurd amount or unjust compensation? This is where management has to weigh the consequences of losing the customer and or the blow back it will cause in refuting the customer’s claim. Winning the argument and losing the customer is never an ideal situation. Neither does capitulating, if it means a large settlement will translate to a BIG loss. So the bottom line is this - “Is the Customer Always Right”? Yes, if the amount is small, a simple refund or can be negotiated to a reasonable dollar amount or just compensation. Related Articles and Information:
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Friday, January 03, 2025
Is the Customer Always Right?
