Skip to main content

The Origin of “The Customer Is Always Right” — And Why They’re Often in the Wrong

The Origin of “The Customer Is Always Right” — And Why They’re Often in the Wrong



The phrase “The customer is always right” is a staple of customer service and retail culture. It’s often invoked to emphasize the importance of prioritizing customer satisfaction and maintaining a positive business reputation. But have you ever wondered where this saying originated, and whether it truly holds up in practice?

The Origin of the Phrase 

The idea dates back to the early 20th century, credited to retail pioneers such as Harry Gordon Selfridge, founder of Selfridge’s department store in London, and later, Marshall Field of Chicago. Selfridge, in particular, is often associated with promoting the concept that employees should always accommodate customers’ wishes to foster loyalty and boost sales.

The phrase gained traction during a period when aggressive sales techniques and customer service became key competitive strategies. Companies wanted to instill confidence in shoppers, ensuring they felt valued and heard — even if that meant bending policies or tolerating unreasonable demands.

The Principle Behind the Saying 

At its core, the phrase is about empowering employees to prioritize customer satisfaction, often at the expense of policies, procedures, or even common sense. It’s meant to promote a culture where customers feel respected, which in turn should lead to repeat business and positive word-of-mouth.

The Reality: Are Customers Really Always Right? 

While the sentiment is admirable, the actual reality is much more nuanced. In practice, customers can sometimes be mistaken, unreasonable, or even intentionally disruptive. Here are some common scenarios where the phrase may fall flat:

  1. Misunderstanding Policies:Customers may resist or challenge store policies they disagree with, such as return rules or price matching.
  2. Unreasonable Demands: Requests that are outside the scope of service, like demanding free products after causing damage, are often not justified.
  3. Misbehavior: Difficult or aggressive customers can create a tense environment, and insisting “they’re always right” can enable poor behavior.

In many cases, insisting that “the customer is always right” can lead to employee frustration, undermine staff authority, and even harm the business if customers feel entitlement is unchecked.

The Better Approach 

Modern customer service recognizes that while customers should be treated with respect, they’re not infallible. A more effective philosophy is to prioritize understanding, respectful communication, and fair resolution — even if it means politely challenging unreasonable demands.

Empowering staff to stand by policies, make judgment calls, and address issues honestly often results in better customer relationships than blind deference.

Conclusion 

“The customer is always right” remains a useful guiding principle for fostering customer-centric cultures, but it shouldn’t be taken literally at all times. Recognizing that customers can sometimes be wrong and handling such situations tactfully ultimately leads to healthier business relationships and a more motivated workforce.

In the end, it’s about balance — advocating for the customer without sacrificing integrity or respect for your staff and policies. After all, a truly great customer experience is built on mutual understanding, not on unquestioning submission.



farizal.com is always right! 😜

Comments

Popular posts from this blog

Rumah Kebun Camping Ground, Hulu Langat

  Exclusive Camping at Rumah Kebun Camping Ground, Kg Sg Semungkis, Hulu Langat, Selangor. Standard site 1,2,3,4,5&10 Premium* site 6,7,8,9 & 11 FACILITIES: Each site comes with a 30 x 15 feet common tent comprising the following :  • shower with hot water  • changing area with vanity top, mirror and wash basin  • WC  • raised timber platform 10 x 8 feet  • table top  • ceiling fan  • power socket  • wash basin  • BBQ pit with parasol  • Bonfire pit  • Clothes line  • Stand pipe  • Car parking bay – 2 bays per site *Premium site incl of sleeping tent + mattress, pillow & blanket. Premium site rental from RM500. Standard site rental from RM200. . For more info visit: http://instagram.com/rumahkebun.campingground . RKCG - Rumah Kebun Camping Ground Kg Sungai Semungkis,  Bt 14 Jalan Hulu Langat,  Selangor Darul Ehsan . . ⭐⭐⭐ . . . ...

Review: Kershaw Shuffle II - The Ultimate Camping Companion

Kershaw Shuffle II - The Ultimate Camping Companion    When it comes to camping, having a reliable knife is essential, and the Kershaw Shuffle II Folding Pocket Knife truly stands out as the best choice.  Here’s why it’s a must-have for every camper:  Design and Durability:  The Kershaw Shuffle II features a robust and ergonomic design that fits comfortably in the hand, making it a pleasure to use for extended periods. The blade, constructed from high-quality stainless steel, offers exceptional strength and edge retention. This means it can handle tough cutting tasks without dulling quickly—a critical feature when you’re out in the wild.  Versatility : This knife is a multi-functional tool. Beyond its sharp blade, the Shuffle II includes a flathead screwdriver and a handy bottle opener. These additional tools make it incredibly versatile, streamlining your camping gear by combining multiple functions into one compact device.  Compact and Portable:...

Buah Tampoi - Baccaurea macrocarpa

The exotic jungle fruit 'Buah Tampoi', also known as Larah or Kapul, are botanically known as Baccaurea macrocarpa, is a small, tropical rainforest fruit native to Southeast Asia, especially Borneo.  https://www.instagram.com/p/B1iP8sInE9i/?igshid=1uzg82xhw2qqb * The fruit is large, orange-skinned, with white or yellow flesh, are sweet with a delicious tangy flavour somewhat like mandarin (tangerine).  * Tampoi fruits are available all year-round with a peak season in the winter and early spring months. * In Malaysia, the tampoi fruit has flesh that resembles a mangosteen but it is unrelated and part of the Phyllanthaceae family.  * Tampoi fruit are a good source of beneficial phenols and flavonoids and contain carotenoids. The flesh provides high levels of antioxidants. * The tampoi tree is dioecious, and the female trees bear fruit directly on the trunk and large branches.  * Tampoi fruits are eaten fresh, and can be added to st...