The Customer Isn’t Always Right

I used to struggle with this “the customer is always right” mantra. Because sometimes they’re not right. Sometimes they’re flat out wrong. But then I saw this quote and it resonated with me…

“The customer isn’t always right, but they should always be honored.”

You see, even if the customer is wrong, they should be honored as a person.

If I’m honest, sometimes the shoe is on the other foot and I’m a “wrong” customer, which I eventually realize much later. And when I do, I’ll always remember how that business treated me through the exchange.

So what are some ways to honor the customer, even when they may not be right?

• Let the customer talk and even vent a little bit.
• Listen intently to try to understand their perspective.
• Never argue with or belittle them for their perspective.
• Be clear and kind in stating your position.
• Wish them well, even if you couldn’t come to terms to see eye to eye.

Whether the customer is right or not doesn’t even really matter. What matters is that people are honored.

Where do you stand on “the customer is always right”? What are some ways you can honor people while maintaining your position?