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 ...