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:
- Misunderstanding Policies:Customers may resist or challenge store policies they disagree with, such as return rules or price matching.
- Unreasonable Demands: Requests that are outside the scope of service, like demanding free products after causing damage, are often not justified.
- 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! 😜
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