I’ve never liked the saying, “The customer is always right.” If you work in customer service for more than a few days, you’ll discover that this is untrue. Some customers will run over their cell phone with their car and expect a free replacement. Others will greatly overdraw their bank accounts and be adamant they shouldn’t be charged a fee. You get the idea.
When the customer is wrong, it does no good to remember the old saying I quoted above. In fact, it can be frustrating to do so, and that frustration could get in the way of providing good service.
I propose we scrap that old chestnut completely and replace it with, “The customer is always welcome.” The chances of this new maxim being wrong are exceedingly small, and brings with it a positive attitude that says, “We value your business. Let’s get this problem resolved.”
Let me know what you think.
