Reasons Why "The Customer is Always Right" is Wrong

The phrase "The Customer Is Always Right" was first coined by a certain Harry Gordon Selfridge in the early 1900s. His attempt by using this phrase was to give the impression to consumers that whatever they said or complained about would ultimately be accepted; after all, the consumer did know what he or she liked.

However, over the past decades, this philosophy is slowly turning on itself. People now believe that it is this phrase that has given consumers the license to complain just about anything, no matter how unreasonable or fair. Here is a look at why this phrase that has been widely accepted by worldwide markets is ultimately wrong.

Employees are unhappy

Everyday, employees are trained to know the products they are selling inside and out. They know exactly how their products work and what they are good for. So when a customer comes in and complains about a certain product, an employee is (in a sense) not supposed to give any argument about it, even if the employee knows that the customer is wrong. But with the given philosophy of the customer always being right, the employees really can't do much but accept what the customer says. This causes much conflict in the way the employee has been trained to sell the product. It can lead to a counter-productive attitude from the employee, thus making him or her believe in the selling product even less.

Rude and unruly customers win

Whether we like it or not, there is always the philosophical or abrasive customer. They come in and complain about almost anything and in some cases can be very unfair about their arguments. Of course, they know as well that since they are customers, their arguments are always right. This gives them an unfair advantage over employees. It makes the employees' job a lot tougher. Doesn't it seem wrong that an abusive customer is treated nicely for the mere fact that "the customer is always right"?

Not all customers are good for business

Although it is nice to have many customers in any kind of business, the fact is that there are customers that are also bad for business. All employees deserve respect and they all have the right protect their dignity. However, there are customers who always seem to abuse their privilege of "being right" and they end up taking it out on any employee that's in their way. It's not a question about them being a good-paying customer. Any company that wants to give quality service must also receive quality response.

Worst customer service is realized

If this "customer is always right" philosophy is always followed, it leads employees to believe that they don't really need to explain their product well. It leads them to believe that the customer already knows what he or she wants so the employees will just sell products and not even give any service beyond that. Why would they do that? For the simple fact that the "customer is always right" so whatever they say is of no importance at all. What this leads to is a disregard for customer service from the employees end because they will not feel valued and they will feel that they have no right to respect from other customers.

Ultimately, the customer is not always right. They may know a little about their products but to totally demand that they are always right because of a famous catch phrase is very wrong. The fact is that there are customers out there that are just plain wrong and a lot of businesses are better off without them. Companies should put their employees concerns as their priority. And the employees in turn will take care of the customers.