the customer is always right essay brainly

Is the Customer Always Right?

Introduction, the customer is always right.

In business, companies, managers, and employees strive to offer the best customer service because happy customers lead to more sales and higher profits. The “customer is always right” is a cliché statement that is used as a foundational philosophy for running successful businesses. It is an expression of how much companies value their customers as they are invaluable assets that are vital to the attainment of their goals. This phenomenon has existed for many centuries and has received widespread criticism and positive appraisals. Critics argue that it creates unhappy customers, and it gives undue advantage to undeserving customers. However, proponents believe that it is important because it is a crucial representation of positive business ethics and a commitment to provide products and services of high quality.

The proclamation is correct because customers make the business, it represents good business ethics, it promotes excellence in customer service, and it increases a business’s bottom line. The phrase was pioneered by two retailers, namely Gordon Selfridge, Marshall Field, and John Wanamaker. This came after the realization that the success of their stores was directly proportional to their customers’ degree of happiness. They believed that each business had the responsibility of addressing customer complaints seriously so that they could not feel deceived, manipulated, or cheated (Mendler, 2019). Some critics have faulted the slogan, arguing that some customers can be deceptive, dishonest, and unrealistic, thus hurting the business. In that regard, conducting thorough investigations into complaints is important.

An important reason why many companies uphold the mantra “the customer is always right” is because of their awareness of how invaluable customers are to their success. A firm that lacks customers is simply a group of people spending money, time, and energy to produce goods and services that have no consumers. The phenomenon has existed for a long time because the main goal of any business is to create customer satisfaction through quality products and services. Therefore, the major priority for any business should be the contentment of the consumer. Many businesses have crumbled because of customer dissatisfaction. In such cases, failure emanated from the loss of customers and decreased sales. Negative feedback or reviews from customers can erode the image or reputation of a business (Mendler, 2019). It is difficult for a company to recover from a destroyed image. For example, some companies spend billions of dollars on social responsibility programs in an effort to improve their images after scandals that push customers away.

Making customers the focus of a business is an example of positive business ethics. Attentive listening, quality services, timely feedback, and timely communication are actions that promote a business’ image and reputation. A customer should be treated with respect and compassion. A company that treats its clients well reaps several benefits that include loyalty, a positive image, and higher profits (Mendler, 2019). Satisfied customers are an asset to any company because they refer other people to the business. A goal that is common to all businesses is to grow their customer base. In today’s world of advanced technologies, satisfying customers is the key to growth and success because there are many platforms on which people share reviews of their experiences with different companies. Many shoppers read online reviews regarding certain products in order to make purchase decisions. It is beneficial for a business to have positive reviews because that would attract more people because of the excellent customer service and quality products they are likely to receive.

Believing that the customer is always right sets a high standard for customer service excellence. Research has established that the quality of customer experiences determines whether people remain loyal to a company or leave in search of better options (Mendler, 2019). Competitors capitalize on customer dissatisfaction to win new customers. Therefore, investing in customer satisfaction is less costly than losing them to other businesses. This could comprise creating loyalty programs to reward customers, offering discounts, and implementing after-sales services (Mendler, 2019). Excellence in customer service can be achieved in various ways. Examples include responding as quickly as possible, knowing customers through personalized interactions, taking responsibility for mistakes, fixing them, listening to customers, and thinking long term.

The “customer is always right” is a slogan that is common in the business world. It was pioneered by retailers Gordon Selfridge, Marshall Field, and John Wanamaker, who believed that their success was directly linked to customer happiness. The slogan promotes excellence in customer service, encourages the production of quality goods and services, and upholds positive business ethics. Customers are an important building block for businesses because they increase sales, increase customer numbers, and provide free marketing through the word of mouth. Satisfied customers refer their friends to businesses that provide excellent services and quality products. In addition, they write positive reviews online that are important in improving a company’s brand and reputation. Every business should make customer satisfaction their main goal because dissatisfied customers leave in search of better alternatives.

Mendler, A. (2019). Why the customer is always right. Forbes . Web.

Cite this paper

• Chicago (N-B)
• Chicago (A-D)

StudyCorgi. (2022, June 21). Is the Customer Always Right? https://studycorgi.com/is-the-customer-always-right/

"Is the Customer Always Right?" StudyCorgi , 21 June 2022, studycorgi.com/is-the-customer-always-right/.

StudyCorgi . (2022) 'Is the Customer Always Right'. 21 June.

1. StudyCorgi . "Is the Customer Always Right?" June 21, 2022. https://studycorgi.com/is-the-customer-always-right/.

Bibliography

StudyCorgi . "Is the Customer Always Right?" June 21, 2022. https://studycorgi.com/is-the-customer-always-right/.

StudyCorgi . 2022. "Is the Customer Always Right?" June 21, 2022. https://studycorgi.com/is-the-customer-always-right/.

This paper, “Is the Customer Always Right?”, was written and voluntary submitted to our free essay database by a straight-A student. Please ensure you properly reference the paper if you're using it to write your assignment.

Before publication, the StudyCorgi editorial team proofread and checked the paper to make sure it meets the highest standards in terms of grammar, punctuation, style, fact accuracy, copyright issues, and inclusive language. Last updated: November 9, 2023 .

If you are the author of this paper and no longer wish to have it published on StudyCorgi, request the removal . Please use the “ Donate your paper ” form to submit an essay.

Is The Customer Always Right? [What It Means + Why It Matters]

Published: February 24, 2023

Is the customer always right?

If you’ve worked in a customer-facing role, I’m sure you’ve heard and experienced this notion first hand. And you likely know that the truth is, the customer isn’t always right.

But that doesn’t mean this phrase doesn’t hold any merit. Let’s discuss how the ‘customer is always right’ philosophy should (and shouldn’t) factor into your customer service strategy.

Continue reading or jump ahead:

Origin of ‘The Customer Is Always Right’

3 reasons why the customer is always right, how to maintain a customer-first mentality.

The short answer is no, but it’s important to remember that customer satisfaction is your ultimate goal. The phrase ‘the customer is always right’ shouldn’t imply that the customer is never wrong. Instead, your business should use this philosophy to ensure that the customer — and their needs — are always your first priority.

What does ‘the customer is always right’ mean?

While ‘always right’ usually translates to ‘never wrong’, this isn’t necessarily the case when it comes to customer service.

Customers aren’t going to be right in every situation. But they are entitled to having support and service teams do everything in their power (within reason) to satisfy their needs .

Here’s some more perspective on this age old question.

This concept originated in 1893 and was first adopted by retailers who believed that business success relied on customer happiness. It was later introduced in the hospitality industry where it became the early standard for customer service.

Who came up with ‘the customer is always right’?

Marshall Field first introduced the concept when he founded Chicago's first department store, Marshall Field’s, in 1893.

Overseas, Henry Gordon Selfridge followed suit when he opened the first department store in London.

Almost 100 years later, César Ritz introduced the motto to the hospitality industry when he founded The Ritz Carlton Hotels.

His mantra was "Le client n'a jamais tort," which means the customer is never wrong.

In all cases, these pioneers instructed their employees to give priority to customer satisfaction, no questions asked.

Although it was a novel idea at the time, their strategy worked. Customers were not used to being treated with that level of care, and they flocked to both these businesses in response.

Subscribing to the mindset that the customer is always right means that businesses shouldn't spend time questioning the legitimacy of customer complaints .

Instead, employees focus their energy on troubleshooting issues, and delighting customers with solutions.

• The customer always has the right to have their voice heard.
• The customer always deserves to have their issues resolved.
• The customer always has the privilege to feel empowered.

When you think of ‘the customer is always right’, don’t think of it in the context of ‘customers can do no wrong.’

Here are three reasons why this phrase should hold true.

1. The customer always has the right to have their voice heard.

Customers want to feel like you’re actively listening to their pain points and concerns. That’s why even the angriest of customers deserve to feel seen and heard by a business.

You should always give your customer the platform to share their opinions — both the positive and the negative. Customer feedback surveys are a great way to make this happen.

2. The customer always deserves to have their issues resolved.

Your job is to provide a seamless experience for your customers. If there’s too much friction throughout the customer journey , those customers are more likely to churn .

You should always strive to resolve customer issues quickly and effectively. Customer journey mapping can help you proactively mitigate these issues along the way.

3. The customer always has the privilege to feel empowered.

Empowered customers are happy customers. Happy customers are loyal customers. And loyal customers are most likely to stick around and promote your business to others.

You should always create an environment where customers feel comfortable using your products on their own. Knowledge bases and FAQs are two solid places to start.

The “customer is always right” way of thinking is all about the customer-first mentality.

Here are a few ways you can lead with this mindset at your business.

Set customers up for success.

Customer interactions shouldn’t revolve around who is right and who is wrong.

Instead, reps should center the conversation around guiding customers down the best path to success and showing them allyship.

In practice, this looks like:

• Sympathizing with customer pain points.
• Redirecting the conversation towards more achievable solutions.
• Acknowledging the customer's frustrations.
• Reaffirming that you're on their team.
• Offering up something you can solve.

For example: "I understand that you're not seeing the results you want here — I know that can be really frustrating. However, I really think we should consider X as an alternative solution."

Realign customer expectations.

Customers can sometimes have unrealistic expectations about how a product works. 

These misunderstandings can lead them to become frustrated because they feel like your product isn’t meeting their needs.

It’s important to make sure the customer has full knowledge about how a product is intended to operate and how they can make it work for them.

• Zooming out on the goal to ensure everyone's working together.
• Helping customers understand what they need to change to ensure their expectations are met.

For example: “It looks like you’re having trouble with our analytics tool. Can you clarify what you’re hoping to gain? Then we can figure out where the disconnect may be.”

Build a customer-centric culture.

Even if a customer is technically not correct, maintaining a customer-centric culture is crucial.

There are going to be times when the customer isn’t right, but it’s still important to understand where they are coming from.

• Aligning with them during customer calls.
• Provide insight and concrete action items you can take together.
• Putting their needs first regardless of right or wrong.

For example: “I understand you’re frustrated about this issue, and it’s not your fault. It’s us against the issue — let’s start with X so we can tackle this together.”

Be as straightforward as possible.

Dissatisfaction can sometimes stem from confusion.

A customer may not understand how to use a product, and their confusion can lead them to believe that it’s malfunctioning.

Situations like this require extreme clarity.

• Confirming whether or not the customer understands what’s going wrong.
• Taking the time to provide in-depth insights for the customer.
• Sharing helpful information and resources for further education.

For example: "I found this topic confusing at first, too, but this article was really helpful for me. If that doesn’t help, I have a couple of other resources we can try."

Understand that customer experiences can vary.

Every customer has a right to voice their thoughts, ideas, and opinions about whatever is frustrating them.

And in most cases, the customer has one idea based on their individual experience that is very real to them. It’s important to acknowledge that.

• Recognizing that each customer experience is real and valid.
• Actively listening to the specific issue or situation at hand.
• Not directly comparing one customer’s journey to another.

For example: “I see where you’re coming from, and you’re making some really good points. It sounds like X might make the most sense for you moving forward.”

The Bottom Line

There will always be a never-ending debate over the ‘customer is always right’ strategy. But it's a balance between taking time to understand customers’ issues and providing them with solutions that will bring the most success.

What was true for early retail pioneers is still true now: customer retention revolves around solving customer issues, even if they aren't always right.

Don't forget to share this post!

Related articles.

How AI Image Misuse Made a World of Miscommunication [Willy's Chocolate Experience]

7 Ways to Delight Your Customers This Holiday Season

14 Customer Experience Fails that Companies Can Learn From

How Customer Experience Has Evolved Over the Last Decade [+ 2024 Trends]

Memorable Examples of AR in Customer Experience [+Tips for Implementing the Technology]

How to Create an Effective Customer Journey Map [Examples + Template]

Digital Customer Experience: The Ultimate Guide for 2023

How to Implement a Hybrid Customer Service Strategy That Works [Expert Tips]

User Flows: 8 Tips For Creating A Super Smooth User Experience

11 Best Practices for B2B Customer Experience

Lean more about customer service stats and best practices for 2022.

Service Hub provides everything you need to delight and retain customers while supporting the success of your whole front office

The customer is always right - who first said that?

The customer is always right

• American origin
• Business and work

What's the meaning of the phrase 'The customer is always right'?

'The customer is always right' is a trading slogan that states a company's keenness to be seen to put the customer first. The implied suggestion is that the company is so customer focussed that they will say the customer is right, even if they aren't.

What's the origin of the phrase 'The customer is always right'?

In the UK, Harry Gordon Selfridge (1857-1947), the founder of London's Selfridges store, which opened in 1909, is credited with championing the use of the slogan. The Wisconsin-born Selfridge worked for Field from 1879 to 1901. Both men were dynamic and creative businessmen and it's highly likely that one of them coined the phrase, although we don't know which.

Of course, these entrepreneurs didn't intend to be taken literally. What they were attempting to do was to make the customer feel special by inculcating into their staff the disposition to behave as if the customer was right, even when they weren't.

The trading policy and the phrase were well-known by the early 20th century. From the Kansas City Star , January 1911 we have a piece about a local country store that was modelled on Field's/Selfridges:

[George E.] "Scott has done in the country what Marshall Field did in Chicago, Wannamaker did in New York and Selfridge in London. In his store he follows the Field rule and assumes that the customer is always right."

Whether the phrase was coined by Field or Selfridge it is fair to call it American. What we can't do is credit them with the idea behind it. In 1908 César Ritz (1850-1918), the celebrated French hotelier is credited with saying 'Le client n'a jamais tort' - 'The customer is never wrong'. That's not the phrase that people now remember, but it can hardly be said to be any different in meaning to 'the customer is always right'.

See other phrases that were coined in the USA .

See also: the List of Proverbs .

By Gary Martin

Gary Martin is a writer and researcher on the origins of phrases and the creator of the Phrase Finder website. Over the past 26 years more than 700 million of his pages have been downloaded by readers. He is one of the most popular and trusted sources of information on phrases and idioms.

What Does The Customer is Always Right Mean?

Home » Phrase and Idiom Dictionary » What Does The Customer is Always Right Mean?

The Customer is Always Right Meaning

Definition: A store cares about giving good customer service.

Origin of The Customer is Always Right

This slogan appears frequently throughout retail. Many stores use it to convince their customers that they will listen to their complaints and try to fix any problems.

It was first introduced by H. Gordon Selfridge, an American who founded Selfridges, in the 1930s. Selfridges is a large department store in Great Britain.

As you might imagine, Selfridge was a highly successful salesmen who insisted that his staff defer to the customers whether they were right or wrong. This proved to successful for his customer and others have since taken up the phrase.

Examples of The Customer is Always Right

Tina: Oh no! They gave me wheat bread instead of white bread. They also gave me mustard when I specified no mustard. Oh well.

Keanu: What do you mean “oh well?” If you want white bread and no mustard instead, just go back up to the counter and ask them to remake the sandwich.

Tina: I don’t want to bother them.

Keanu: You wouldn’t be bothering them. They want their customers to be happy. That’s why they always say that the customer is always right.

Tina: I just don’t want to be one of those people who is rude and complains to retail workers.

Keanu: Just ask politely. It will be fine.

Jonah: I want to return these shoes.

Employee: Okay, may I please have your receipt?

Jonah: What receipt? I don’t keep my receipts.

Employee: I’m sorry, sir. We can’t accept returns without a receipt.

Jonah: This is outrageous. I want my money back! If I say I don’t need a receipt, I don’t need a receipt! The customer is always right!

Tatiana: Jonah, stop embarrassing yourself! You know you need the receipts here. You do this all the time. Just save the receipt next time. You can’t use that customer-is-always-right line to abuse the employees. You can’t just make up your own rules.

Jonah: Sorry! I didn’t realize how rude I was being.

More Examples

This excerpt comes from an article about the death of a storeowner.

• The entrepreneur, philanthropist and movie buff was also known for his business philosophy: keep prices low, deliver on the day of purchase and remember the customer is always right. – OC Register

The second example comes from an article about the difficulties of a job in customer service.

• Customer service is a hard job. You deal with all sorts of people who’ve taken the mantra “THE CUSTOMER IS ALWAYS RIGHT” to heart, and don’t really understand that you don’t have the authority to give them free service for life. – New York Post

The phrase the customer is always right is an ideal that many stores try to adhere to as their customer service policy.

It means that if the customer is unhappy about a product, the business will try to fix the problem and make the customer happy.

We use cookies to enhance our website for you. Proceed if you agree to this policy or learn more about it.

• Essay Database >
• Essay Examples >
• Essays Topics >
• Essay on Workplace

Essay On Is The Customer Always Right

Type of paper: Essay

Topic: Workplace , Marketing , Company , Employee , Customers , Business , Sales , Services papers

Published: 02/15/2020

ORDER PAPER LIKE THIS

“The customer is always right.” is an age-old adage that most businesses follow when confronted by problems with customers. This phrase was orginally stated by the founder of London’s Selfridge Department Store, Harry Gordon Selfridge in1909. This statement is usually made to convince customers that they can expect good service from a company and to emphasize to its employees that they should service their customers well. One however does not believe that this saying should be followed at all times for a business to prosper. There are several reasons why one does not think that the customer is always right. Foremost among these reasons is the saying makes a company’s employees feel bad. A company cannot expect their employees to give good customer service if they know that just a single irate customer can cause them their jobs. This saying is a disincentive to employees because they will feel that their company does not give them importance. The employees will think that the company’s sole objective is to increase customer satisfaction even at their expense. Companies will be perceived as organizations whose only purpose is to increase sales through good rapport with customers, but in the process sacrificing the morale of their employees. There are a lot of unreasonable customers out there who have unwarranted demands and corporations must learn how to strike a balance between siding with the customer or its employees. In a book by Hal Rosenbluth, the CEO of Rosenbluth International, a corporate travel agency, he stressed that the employees should be first before the customers. He argues that employees who are happy and satisfied at work are able to give better customer service because they care more about the customers. He further adds that these employees have more energy and are happy; thus, more fun to talk to and interact with and they become more motivated. Eventually, it will result in employees putting the customers first. Another reason why one is not convinced that the customer is always right is because there are some customers who, according to Barry Altland, Assistant Vice President/Learning Consultant of Professional Development, “is rarely accurate in discerning his own needs or gaps”. An example of this is when a customer wants to buy a plug for an electric appliance. The client may insist on a particular type of plug but it may not be suitable or safe for the appliance. The sales person assisting the customer has every right to advise him on the appropriate plug that he must purchase. In this case, the customer is wrong and the sales person is right because he is more knowledgeable about the item that must be bought and his professional integrity is on line. Blindly adhering to the saying that the customer is always right sometimes results in customers who take advantage of this adage. They become abusive and make unreasonable demands. Just because they contribute to the income stream of a company do not give them the right to disrespect and treat employees unfairly. It has also been found out that highly-technological companies might not be very successful if it always take into consideration customer-oriented strategies because it does not encourage innovation. There is a need for someone to look out for the best interests of a business and one cannot expect that from a customer, no matter how much they value the company. It really boils down to knowing the needs, preferences and interests of the firm’s customers because the better a company knows their clients, the more they will be able to serve them well (McKee, 2011). Hopefully, there will be less room for complaints from disgruntled customers.

Reference List

Boyd, F. J., 1997. The customer may be always right--but who is the customer?. Records Management Quarterly, 31(2), p. 38. Daily, C., 1996. Is the customer always right?. Academy of Management Executive, 10(4), pp. 105-106. Friedman, M., 1998. No one is always right, including the customer: Comments on "The Customer Is Not Always Right". Journal of Business Ethics, June, 17(8), pp. 883-884. Kjerulf, A., 2006. Top 5 reasons why “The Customer Is Always Right” is wrong. [Online] Available at: http://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service/[Accessed 22 September 2013]. McKee, S., 2011. The customer isn't always right. [Online] [Accessed 22 September 2013]. T+D, 2012. Do you agree with 'the customer/client is always right' philosophy?'. T+D, 66(4), p. 21.

Cite this page

Share with friends using:

Removal Request

Finished papers: 572

This paper is created by writer with

ID 275511685

If you want your paper to be:

Well-researched, fact-checked, and accurate

Original, fresh, based on current data

Eloquently written and immaculately formatted

275 words = 1 page double-spaced

Get your papers done by pros!

Other Pages

Hunter theses, human behavior theses, luck theses, hurricane theses, birth control theses, bilingualism theses, jealousy theses, csr college essays, example of course work on global health alert, free report on field trip, essay on hate, free discrimination against immigrant populations essay example, free the determination of youngs modulus e using strain gauge technique report example, good examining bell hooks contribution to debates about gender and race in the late critical thinking example, good analyzing payback period method essay example, free we live while we see the sun essay example, example of nutrition for the older adult essay, free essay on human resource bfoq, good research paper about breach of confidentiality, good research paper on salt of the earth sociological perspectives, michael pollans big organic essay sample, example of essay on native non western cultural practices and globalization, good numerical precision case study example, free burning of the gaspee and its effects on both sides of the atlantic essay example, good research paper on research and analysis questions, free research paper about white collar crimes, good example of relation between international trade and world output essay, ohio city essays, tamiami essays, gaspard monge essays, xi jinping essays, williford essays, women in lebanon essays, sicko essays, people group essays, emotional labor essays, chukwu essays, screwtape letters essays, the principles of scientific management essays, operations group essays, roman temple essays, guldberg essays, floppy disk drives essays.

Password recovery email has been sent to [email protected]

Use your new password to log in

You are not register!

By clicking Register, you agree to our Terms of Service and that you have read our Privacy Policy .

Now you can download documents directly to your device!

Check your email! An email with your password has already been sent to you! Now you can download documents directly to your device.

or Use the QR code to Save this Paper to Your Phone

The sample is NOT original!

Short on a deadline?

Don't waste time. Get help with 11% off using code - GETWOWED

No, thanks! I'm fine with missing my deadline

• How It Works
• All Projects
• Write my essay
• Buy essay online
• Custom coursework
• Creative writing
• Custom admission essay
• College essay writers
• IB extended essays
• Buy speech online
• Pay for essays
• College papers
• Do my homework
• Write my paper
• Custom dissertation
• Buy research paper
• Buy dissertation
• Write my dissertation
• Essay for cheap
• Essays for sale
• Non-plagiarized essays
• Buy coursework
• Term paper help
• Buy assignment
• Custom thesis
• Custom research paper
• College paper
• Coursework writing
• Edit my essay
• Nurse essays
• Business essays
• Custom term paper
• Buy college essays
• Buy book report
• Cheap custom essay
• Argumentative essay
• Assignment writing
• Custom book report
• Custom case study
• Doctorate essay
• Finance essay
• Scholarship essays
• Essay topics
• Research paper topics
• Top queries link

Best Customer Essay Examples

Customer is always right.

295 words | 1 page(s)

Very often, while referring to the relations between a customer and business, one can note that there might happen various disagreements over the position of the client and the service delivered. Moreover, it may end up in the frustration of a customer with the standard service. Therefore, it is crucial to look into the given rights to the customer and the business, having in mind the specificities of the segregated market and hospitability sector.

In 2014, an article “No, the customer is not always right” appeared in “Forbes” was among the most viewed and debated pieces regarding the issue. Namely, the aspect over the desires of a customer may prevail the services offered by a business. While referring particularly to hospitability business, one may note that often customers do not understand the specificities of the business and act as unreasonable in the respective situations. For instance, in the market where a company responds to a complaint of a customer and yet does not make him satisfied by taking a comprehensive a balanced position, it may be the case that business will have to move to another problem instead of dealing with the particular customer. In that regard, it is necessary to move on to the next problem.

Use your promo and get a custom paper on "Customer is Always Right".

In the segmented market, treating of a customer is a priority. However, one can clearly see the extend to which the problem could be moved to. The other side of the coin yet indicates the common mistreatment towards the customers originating from businesses.

Thus, to prove whether the customer is wrong or right one shall look into each specifically and check the positions of both sides. Given the specificities of the businesses and extreme expectations of the customers, one shall be aware of the potential effects from both sides.

Have a team of vetted experts take you to the top, with professionally written papers in every area of study.

More From Forbes

The customer is not always right: here are five reasons why.

• Share to Facebook
• Share to Twitter
• Share to Linkedin

The idea behind this phrase is to instill a sense of quality customer support. It can also serve as a training mantra to push employees to make decisions that would benefit customers in hopes of building loyalty and trust. However, I have found that this customer-centric ideology is now outdated and no longer relevant. In fact, it very well could be creating an obstacle on the path to truly exceptional customer service.

This statement seems a bit odd, I know. However, there are good reasons to ditch this century-old business mantra. Here are five reasons why “the customer is always right” is wrong.

1. There are wrong customers.

Simply saying the customer is always right doesn’t make it so. Sometimes customers are wrong and employees need to know how to handle them accordingly. Taking ownership of a mistake that the business is not accountable for is a slippery slope.

Let’s say a customer wants a 100% refund on a sofa chair that costs $500 due to it being uncomfortable. Wouldn’t comfortability be a subjective thing? Is this particular customer right? The customer may simply be looking to get a refund and keep the sofa chair free of charge, since many furniture sellers will not request the customer return the item.

If the customer is always right in the above scenario, the sofa chair business would quickly lose expensive inventory without turning a profit. To combat this, employees need to shift the customer service mantra from “the customer is always right” to “the customer is sometimes wrong.”

2. You are not supporting employees.

Having a “customer is always right” attitude can have a negative impact on the morale of your customer support team. How? There are always going to be unruly and rude customers contacting your customer support team. These customers are hard to manage, and despite your team’s best efforts, a positive outcome is not always possible. If you side with these types of customers, you could be leaving a negative impression on your employees.

Retaining quality employees who you trust and have confidence in should be your top priority. If the customer is always right, employees have to take the abuse of customers with zero support from management. What happens next? Employees move on to opportunities that are not as filled with anxiety. Support your team first and then customers.

3. ‘The customer is right’ is wrong for customer service.

In my experience, having a “customer is right” mantra in place is actually much worse for customer service. Yes, this probably seems a bit odd, but consider this: If you have a customer support team that is constantly berated by customers and has nowhere to turn for upper management support, your team will eventually turn on the company. It is like mutiny aboard a ship.

Working conditions and company culture play a major role in keeping employees happy, productive and efficient. When negativity upsets the balance in the workplace, employees disengage. The negativity then spreads to customers who are among those you wish to satisfy. Not good.

4. Not all customers are worth keeping.

Unruly and rude customers are unavoidable when doing business, but that doesn’t mean you need to keep doing business with them. There are customers that are not worth having, including those who are often unreasonable, don’t pay on time, micromanage, are abusive and take up way too much valuable time.

Time is a very valuable resource and an element commonly overlooked when it comes to handling customers. For instance, if you have an unreasonable, micromanaging customer that is draining company resources, you may lose traction with the customers you actually like.

How do you know when it’s time to let a customer go?  By applying the Pareto Principle , better known as the 80/20 rule, you can identify the customers that are causing the most headaches. This will help you and your team to let go of the “customer is always right” mantra for good.

5. It’s impossible to satisfy everyone.

Using “the customer is always right” in your daily business practices works under the assumption that you can satisfy every customer 24/7. This is a fool’s errand. Even the largest and most successful brands know this to be impossible, and so should you. People are unique. We all have different tastes in fashion, food, cars, homes, etc., and if you attempt to satisfy every customer's needs, your business will quickly fail.

Pleasing everyone is also saying that everyone is your customer. This alone is a bad business model. There is a saying, “If everyone is your customer, you don’t have any.” Why? If you want your product or service in the hands of every human on the planet, you have no target audience to market to. It creates chaos.

As  Kevin Kelly explained in his famed essay, you don’t need millions of customers, clients and fans to be successful. You need thousands of true fans.

It’s OK — let customers be wrong.

There are a lot of centuries-old business phrases still in place today. They are in some ways embedded into the mindsets of business owners, thus making them part of daily workflow. But they should be examined closely. Identify what makes sense and discard the rest to ensure you are maximizing the growth and success of your company. Let customers be wrong.

• Editorial Standards
• Reprints & Permissions

Corporate Culture: Customer Is Not Always Right Essay

Clients contribute to the development of companies significantly, especially those working in the field of hospitality. One of the questions this paper raises is whether this fact means that the customer is always right. Restaurants and hotels call clients their “guests” and strive to provide them with excellent service, retaining their loyalty. However, placing customers in such a superior position may be harmful to employees working for such businesses.

This paper aims at exploring the idea that the customer is always right and providing claims that, in many cases, such an approach is inappropriate. It features current studies in the field and analyzes the impact of such policies on both clients and workers. Moreover, the report provides an alternative view on the issue, reflecting on the beneficial sides of making the customer’s desires a priority. The report concludes that it is vital for companies to ensure fair treatment to their employees while improving the quality of their services.

Introduction

Customers or guests are the staples of successful businesses, as they are the ones contributing to the development of companies. It is evident that customers drive revenue, and through this, businesses flourish. This fact raises the following question: Can the customer do any wrong? This question can be considered the one challenging the hospitality industry day by day. Hospitable people are expected to be forgiving and welcoming, especially when they provide hospitality services professionally.

However, it is possible to say that such an approach is wrong. Wrong or inappropriate actions of staff members always have consequences, and this should be true for guests as well. Hospitality professionals are as important as guests, as all of them contribute to the development of a business. The purpose of this paper is to investigate whether the customer is always right, and what actions hospitality service workers should take when an individual is wrong. The report argues that

Definition of Hospitality Service

Hospitality can be described as the process of entertainment of guests or customers, which, in the case of hotels and restaurants, is a significant part of their work. The hospitality industry is composed of businesses that focus on customer service. The specific aspects the hospitality industry specializes in include food and beverages, stays, travel, and tourism. This paper focuses on the services restaurants and hotels provide because these organizations work with guests daily and may encounter challenging situations associated with hospitality often.

Significance of the Guest’s Experience

LaTour and Carbone (2014) report that the purpose of experience is “to create a series of sub-experiences that will ‘stick’ with the customer.” This quote reflects the end goal of the hospitality industry. The idea of leaving a customer with a memorable and pleasant experience is believed to be the key to every successful company. As a result, many organizations aim at providing excellent service and prevent possible guests’ dissatisfaction.

The study by Mensah and Mensah (2018) shows that such a strategy is vital because the quality of service affects individuals’ decisions significantly. Customers evaluate organizations working in the hospitality sector based on the service they provide, which means that their subjective experience is vital for companies. Moreover, if a guest is pleased with their visit to a restaurant or stay in a hotel, they are likely to recommend this place to others. Barnes, Meyer, and Kinard (2016) report that positive recommendations are crucial because they motivate other customers to use the services a company provides. Thus, it is vital for organizations to ensure that their guests’ experiences with their work are positive.

Customer Expectations of Hospitality Services

It is evident that customers have various expectations regarding hospitality services. For example, Ferenczuk (2018) reports that in today’s world, clients are highly aware of their needs and do not wish to settle for less. They expect to find the information about a restaurant or a hotel online easily, and prefer accessible data over complicated-looking websites. Moreover, customers expect the services to be quick, which means that they want companies to serve possible problems right after they occur (Ferenczuk, 2018).

They expect that individuals working in the hospitality field listen to them actively and are welcoming, and that the waiting time is reduced to a minimum. In addition, notably, many customers want their expectations to be exceeded (Ferenczuk, 2018). It is vital to mention that many customers expect that some of the common practices in the field of hospitality services will be eliminated. For instance, the necessity to tip in restaurants undermines the level of guests’ satisfaction (Lynn, 2017). Thus, many companies have to try their best to not only meet clients’ demands but do all they can to please their guests, as, otherwise, individuals may choose to visit other places.

It is vital to mention that one person’s expectations may be different from another one’s. For instance, Hu, Teichert, Liu, Li, and Gundyreva (2019) report that individuals that have more traveling experiences may expect a higher quality of services that those that have visited fewer places. Moreover, the authors note that, in some cases, the customer’s expectations may change after several visits, as they may develop loyalty to the company (Hu et al., 2019). In any case, in today’s world, many organizations strive to meet clients’ expectations, as the level of competition in the market is high.

Hospitality Service Training Overview

There are several approaches to hospitality service training available for the individuals working in the industry. For instance, Yumatov et al. (2017) report that some of the most commonly used ones include problem-based learning (PBL) and life-long learning (LLL).

In the first approach, employees act as problem solvers and are engaged in working on possible challenging issues they may encounter at work. The second strategy ensures staff members’ continuous personal development, which helps them to be more productive at their work and provide high-quality services. Various approaches to training are highly effective when combined with a high level of organizational commitment. Dhar (2015) reports that the company’s desire to improve its services is crucial for its success. Thus, it is vital for firms not only to implement hospitality service training but to strive to improve their approaches to increase the quality of services.

Complications of Providing Hospitality Services

There are many challenges staff members of restaurants and hotels may encounter while trying to meet clients’ demands. For instance, many of them experience discrimination or abuse from customers (Hall, 2018; Lynn, 2017). As a result, workers may experience emotional distress, have no interest in their job, and develop mental health issues. Moreover, individuals providing hospitality services may encounter abusive work practices and bullying in the workplace. The study by Arnoldsson (2015) reports that, often, employees have to work with authoritative management and feel belittled and abused verbally as a result of it.

It is vital to note that, for many companies in the industry, customers’ desires may be more significant than their personnel’s needs. For instance, many firms have so-called recovery services for clients reporting employees’ misconduct, as they strive to retain their customers and their loyalty (Kim & Baker, 2019). As a result, companies may abuse staff members or deprive them of benefits, although their actions may have been appropriate, and the complaint could have been illegitimate.

The facts presented above reveal that following the “the customer is always right” rule may result in significant challenges for employees providing hospitality services. Wu (2015) notes that many service-oriented businesses, especially those working in the hospitality field, encounter negative customer behavior. Guests of restaurants and hotels engage in violence, unfriendly attitude, bullying, damage of facilities, and other unpleasant actions, which cannot be considered appropriate. However, such behaviors are not always punishable because customers are considered superior, while employees could face charges or be fired for the same actions. It means that companies should not believe that the customer is always right and treat them based on their actions.

Alternative Perspective

This paper presents the opinion that the customer should not be considered right in all situations, as all people’s negative actions should have consequences. However, it is vital to mention that there is an alternative perspective on this issue. One may say that when a guest is wrong or shows inappropriate behavior, companies should make them feel welcomed because it is beneficial for the business. Customers’ loyalty depends on the company’s services and employees’ attitudes highly, which means that firms should strive to retain their clients (Jasinskas, Streimikiene, Svagzdiene, & Simanavicius, 2016).

Moreover, as mentioned above, guests contribute to the development of the business by investing in it, which means that it may be non-beneficial for a firm to accuse them of inappropriate behavior. For restaurants and hotels, any possible conflict with customers may result in negative reviews and, consequently, lower revenues.

At the same time, it is crucial to note that this perspective has several flaws. First, as mentioned above, the superiority of clients or guests leads to an inequality between the visitors and the employees, which is unfair. It shows the workers that customers are treated better than they are; as a result, they may feel dissatisfied with their job and their managers’ attitudes. Second, as they are likely to experience mental health issues and feel less dedicated to their work due to unfair treatment, they may be less productive, which is also not beneficial for the organization. Finally, a company should aim at building a positive and welcoming environment for its employees, and following “the customer is always right” rule may not align with such a goal.

The presented paper claims that the customer should not always be right. There are cases in which a client’s behavior is inappropriate, as some guests of restaurants and hotels are prone to violence, bullying, and abuse, and some of their complaints are illegitimate. Moreover, employees and customers should be treated equally; it means that it is unfair to punish a worker for an action for which a client would be forgiven.

By assuming the guest’s superiority, companies do not create positive and welcoming environments for their workers, which may result in mental health issues and decreased dedication. There is an alternative perspective on the issue that states that when the customer is not right, an organization should make them feel that they are. This way, a company may benefit from individuals, as they contribute to its development. However, such an approach is flawed because it is associated with significant challenges for the employees and is not based on the principles of fairness.

Research Methodology

The findings of this paper are the result of the analysis of peer-reviewed articles and authoritative sources in the field. To understand the possible impact of “the customer is always right” policy, several articles studying the benefits and the disadvantages of such a rule were investigated. The arguments for both positions were studied thoroughly with the use of scholarly articles from several journals, including Cornell Hospitality Quarterly , Journal of Consumer Affairs , and Journal of Service Science and Management .

Arnoldsson, J. (2015). “If you don’t quite manage the job, it will be tough for you”: A qualitative study on chef culture and abuse in restaurant kitchens . Web.

This paper presents vital information on the possible abusive practices within companies providing hospitality services. The author addresses the conditions employees have to work in restaurant businesses, especially during intense-service periods. Arnoldsson (2015) discusses the possible causes of such issues, including a lack of appropriate training of the management personnel. He also outlines the problem of the pressure some high-end customers place on the kitchen staff.

Barnes, D. C., Meyer, T., & Kinard, B. R. (2016). Implementing a delight strategy in a restaurant setting: The power of unsolicited recommendations. Cornell Hospitality Quarterly , 57 (3), 329-342. Web.

This study addresses the approaches companies may implement to improve customers’ loyalty and satisfaction. More specifically, the report presents an analysis of the significance of recommendations and their impact on clients’ delight. The paper evaluates the link between individuals’ expectations and their interest in services, as well as provides an insight into how unsolicited recommendations may lead to adverse outcomes. The authors add that it is also crucial for companies to develop service scripts to ensure customers’ satisfaction.

Dhar, R. L. (2015). Service quality and the training of employees: The mediating role of organizational commitment. Tourism Management , 46 , 419-430.

This work analyzes the perspectives employees working in hotels have regarding training opportunities and their effect on the services guests receive. The paper explains the link between the benefits and accessibility of training and organizational commitment. The authors use the data obtained from 494 employees working in medium- and small-size companies. They conclude that hospitality service training is highly significant for improving the quality of work of hotels.

Ferenczuk, K. (2018). Customer expectations for hospitality in 2018 . Web.

This report features the characteristics of modern customers and addresses the processes they affect, including the buying one. The author addresses the significance of reviews for today’s clients and notes that recommendations may become the primary source of information for them. Customer service is also discussed in the paper in detail; the differences between the preferences individuals may have are addressed. The source also features the aspect of social responsibility, noting that modern clients have become highly aware of their surroundings, which means that they look for sustainability in companies.

Hall, T. (2018). Restaurant tipping and discrimination: Exploring the implications of automatic gratuities. Cornell Hospitality Quarterly, 59 (3), 296–303. Web.

This source addresses the problem of discrimination in hospitality settings. The report discusses how racial disparities between customers and employees may affect their relationships and reflects on the possible causes of it. Notably, the author links tipping to discriminative practices, sharing his perceptions on how restaurant servers may neglect minority patrons. The paper tries to offer a solution to the problem of discrimination and suggests the strategies that can reduce disparities in service.

Hu, F., Teichert, T., Liu, Y., Li, H., & Gundyreva, E. (2019). Evolving customer expectations of hospitality services: Differences in attribute effects on satisfaction and Re-Patronage. Tourism Management , 74 , 345-357. Web.

Jasinskas, E., Streimikiene, D., Svagzdiene, B., & Simanavicius, A. (2016). Impact of hotel service quality on the loyalty of customers. Economic Research-Ekonomska Istraživanja , 29 (1), 559-572.

Kim, K., & Baker, M. A. (2019). The customer isn’t always right: The implications of illegitimate complaints. Cornell Hospitality Quarterly , 60(4), 1-15. Web.

LaTour, K. A., & Carbone, L. P. (2014). Sticktion: Assessing memory for the customer experience. Cornell Hospitality Quarterly, 55 (4), 342–353. Web.

Lynn, M. (2018). The effects of tipping on consumers’ satisfaction with restaurants. Journal of Consumer Affairs , 52 (3), 746-755. Web.

Mensah, I., & Mensah, R. D. (2018). Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast Campus. Web.

Wu, J. (2015). Internal audit and review of the negative customer behavior. Journal of Service Science and Management , 8 (4), 578-587.

Yumatov, K. V., Kiriyanova, L. G., Yakimova, N. S., Zaitseva, N. A., Larionova, A. A., & Korsunova, N. M. (2017). Problem-based learning methods for training staff for tourism and hospitality clusters. Eurasian Journal of Analytical Chemistry , 12 (5b), 803-812. Web.

• Chicago (A-D)
• Chicago (N-B)

IvyPanda. (2021, June 29). Corporate Culture: Customer Is Not Always Right. https://ivypanda.com/essays/corporate-culture-customer-is-not-always-right/

"Corporate Culture: Customer Is Not Always Right." IvyPanda , 29 June 2021, ivypanda.com/essays/corporate-culture-customer-is-not-always-right/.

IvyPanda . (2021) 'Corporate Culture: Customer Is Not Always Right'. 29 June.

IvyPanda . 2021. "Corporate Culture: Customer Is Not Always Right." June 29, 2021. https://ivypanda.com/essays/corporate-culture-customer-is-not-always-right/.

1. IvyPanda . "Corporate Culture: Customer Is Not Always Right." June 29, 2021. https://ivypanda.com/essays/corporate-culture-customer-is-not-always-right/.

Bibliography

IvyPanda . "Corporate Culture: Customer Is Not Always Right." June 29, 2021. https://ivypanda.com/essays/corporate-culture-customer-is-not-always-right/.

• Employee and Guest Safety and Security in the Hospitality Industry
• Walking a Guest: Hospitality Industry Fraud
• Considerations Necessary for a Hotel at Each Stage of the Guest Cycle
• Hospitality and the Privacy of Guests
• Influence of Customer’s Culture on the Expectations of a Hotel/Resort Experience
• The Concept of Hotel Management
• Hospitality Management: Arabian Desert Resort
• ‘Artefact’ Through Lens of Hospitality
• Hotel Business and Hospitality Approaches
• Five Star Hotel and Hospitality Leisure Business
• Nike, Inc.: The Corporate Culture
• Creating Business Value Through Corporate Communication
• Vivint Solar Company's Organizational Politics
• Business Etiquette in Germany
• Strategic Planning: Corporate Structure and Culture