The Customer Is Not Always Right

If you’ve ever worked in… well… any industry that has sales — so, basically any company that sells a product or service to a customer — you’ve probably seen or heard of “the customer is always right.” 

But, is that even true? 

The idea was coined by a turn-of-the-century retailer, Harry Gordon Selfridge, of Selfridges, but the idea was revolutionary only in the early days of retail pioneers. It meant treating customers with respect and dignity, which wasn’t always commonplace at the time as “let the buyer beware” was more of the common philosophy. 

You heard it all the time, and while it’s true that customers deserve respect (as do the salesperson or business owner), the fact is that the customer is not always right.

On the surface, this philosophy is simple and seems to make sense since the customers are the reason you’re in business. BUT, to lean on this philosophy and echo it to your customers can lead to poor experiences all around. 

As a business owner, you must also protect yourself and your business. Treating your customers with respect is a given, but also providing them with a product or service that is beneficial, high quality and truthful can go a long way not only for your customer, but for your team as well.

It’s easy to get swept up in the reviews and feedback from customers of your product/service if they were not happy or the product/service did not meet their expectations — but remember: the customer is not always right!

At the end of the day, the right customer will give you the feedback that matters the most for your business, and they’ll keep coming back for more as your business continues to evolve and adapt. Your services and products will not always cater or meet the needs of every individual customer, which is why 1:1 services can be a more personable and unique experience, usually positive, for the customer. These types of services can also help you understand your ideal customer more. 

So, make sure you are setting your boundaries with your customers and setting yourself up for success by adapting to the feedback and evolving your business as it makes sense for both personal and professional growth!