Top 5 Reasons Why “The Customer Is Always Right” is Wrong

by Jim Berkowitz on May 15, 2007

Here’s just a couple of excerpts from a very good article by Alexander Kjerulf, Top 5 reasons why “The Customer Is Always Right” is wrong:

The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909, and is typically used by businesses to:

1. Convince customers that they will get good service at this company
2. Convince employees to give customers good service

Fortunately more and more businesses are abandoning this maxim – ironically because it leads to bad customer service.

Here are the top five reasons why “The customer is always right” is wrong.

1. It makes employees unhappy
2. It gives abrasive customers an unfair advantage
3. Some customers are bad for business
4. It results in worse customer service
5. Some customers are just plain wrong

So put your people first. And watch them put the customers first.

By all means, check out the complete source article on Alexander’s Chief Happiness Officer Weblog.

{ 1 comment }

Tom Greenberg May 17, 2007 at 8:08 pm

If employees were more motivated to make happier customers (i.e bonuses) and a CRM system is able to identify the best customers that making happy is worthwhile, BINGO!

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