The Customer is Not Always Right

Yesterday, I went shopping. Not a very remarkable event, but what I was forced to witness go down is. I witnessed a middle age man throwing a temper tantrum that would rival any angry frustrated toddler at the customer service desk. Angry at the world and his purchase, he screamed, yelled and threatened. It was an outrageous display of entitlement. It was all over a DVD he purchased and watched but didn't like. The only thing that is more absurd then this man demanding a refund for something he purchased, opened and used is the fact that after all the name calling and grand standing management gave in. As a reward for the customer's bad behavior, he received a full cash refund and a reinforced lesson on getting his way.

I've worked in retail. Sadly, I have seen the angry customer from hell get their way numerous times. Only a handful of the situations escalated due to poor customer service skills, most tantrum throwing customers go in looking for a fight. Many times I have been told that the customer is always right. This notion has created an anything goes attitude to angry customers. In reality, the customer is not always right and retailers need to curb giving in to customers that make noise.

While customer service can make or break a retailer, there is a line between great service and doormat promoting more atrocious behavior. The store's policy for DVD returns clearly states that once it is opened, it is yours forever. It is prominently displayed at every register. Most other retailers follow the same protocols. Yet, this middle aged man assumed that since the customer is always right and good customer service acknowledges this fact that he had a right to make a return after opening and viewing the DVD. When he was told no by the first employee at the customer service desk, it permitted him to throw his weight around. After all, the customer even when he knows he is in the wrong is always right. How dare this sixteen year old behind the counter tell him, the lofty customer that the customer is not always right?

As the customer's voice rises, other customers start to stare. He takes this opportunity to grand stand and shame the retailer. The young woman behind the counter is near tears. He has called her an imbecile and several other derogatory remarks and demands a manager. The manager immediately goes into damage control and showers the tantrum throwing customer with apologies for the lack luster customer service he was given and assured that the young woman would be dealt with.

The now soothed tantrum throwing customer tells the manger he would like to return the opened DVD because he didn't like it. The manager tells him that unfortunately due to store policy that he can not give him a cash refund. Since the customer was told that the customer is not always right, rage burns through the middle age man. He begins to yell again. He demands to be given a full refund. He threatens various actions from writing the head quarters of the corporation all the way to retaining an attorney. The manager caves in and offers the man in-store credit. The customer is not happy with it. He wants cash. After another ten minutes, the manager totally caves and gives the tantrum throwing middle aged man a full cash refund.

As the middle age man stormed off headed toward the DVD section, some rational people stared with blank amazement of what happened. I know the middle age man will return to the customer service desk to rage again. Of course, he has learned that he can bully and act antisocial to get what he wants. I asked the manager why he surrendered when the customer was clearly in the wrong. He told me that the customer's loyalty was worth more in the long run then the cost of the DVD. I pointed out to him that he just reinforced the customer's poor behavior and he would more then likely offend again. He shrugged his shoulders and walked away. He himself did not grasp the concept that the customer is not always right.

I left the store and purchased nothing. I was offended by the event. The young woman behind the counter learned that it doesn't matter how you treat someone as long as you are a paying customer. The manager learned it is okay to abandon your employee for the sake a soothing a customer. The middle age man learned that it doesn't matter if you are wrong or right as long as you are a customer. I learned that retailers ask for tantrum throwing customers by giving in even though the customer is not always right.