Let’s talk about how the customer relationship should work…
There’s an old saying that the customer is always right. The sentiment behind this is fantastic for ensuring quality service, but the statement is wrong. (Sorry to whoever I just offended!)
There is no doubt that every business owner and employee at the business should do everything possible to serve the customer with excellence and quality. They should go above and beyond to ensure that the customer is satisfied with the product or service and that the experience is top-notch. That is the sentiment behind the old saying, and that is correct.
But serving customers with excellence, and ensuring their satisfaction, does not mean they are always right.
Difficult, rude, unreasonably demanding customers are not right. A customer relationship is not simply a transaction between two robots. It’s more like a dance between two partners. That dance requires intuitive attention to, appreciation for, and respect of the other party. The same is true in the customer relationship.
Customers who expect high-quality products, services, and experiences are reasonable and correct. Customers who think they’re better than everyone else are not.
Most businesses and business owners are afraid to offend and/or fire a bad client. Some important mentors in my life taught me at a young age to never fear if it’s the right thing to do for the organization. Treat yourself and your business with the respect to walk away from a bad customer relationship if you’re not seen as an equal partner.
The quality of what you do starts with your own self-respect, and, no, the customer is not always right.
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