Here’s just a couple of excerpts from a very good article by Alexander Kjerulf, Top 5 reasons why â€œThe Customer Is Always Rightâ€ is wrong:
The phrase â€œThe customer is always rightâ€ was originally coined by Harry Gordon Selfridge, the founder of Selfridgeâ€™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 â€œThe customer is always rightâ€ 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.