Is ‘The Customer Is Always Right’ a Myth Worth Believing?
“We must remember that before they are customers, they are humans first and, as we all know, to err is human” — Nkem
“The customer is always right” is uttered like a sacred mantra in most establishments around the world as a means to justify some of the most awful behaviours that customers exhibit. We set out to create a space where we could pose the question to customer service professionals, they shared their insights and experiences on customer service dos and don’ts and best practices on the subject matter.
Our Guest speakers Norah Ikoh, Nkem Nwoyeocha and Susan Umoh had some interesting perspectives in the following ways:
- The Absurdity of Absolute Rightness
Nkem kicked off the conversation by addressing the reality — nobody is always right, no one, certainly not the person who just demanded a refill while drunk beyond reason (she recounted an experience in her former role in the hospitality sector). She expanded on the naivety of expecting infallibility from customers, like hoping for an ocean wave in a desert. It’s a nice idea, but it’s just not going to happen. She emphasised the humanity of customers and how much it impacts and gives merit to the challenging topic.
2. Managing temperament
Susan shared how her wish to create a more loving and enabling world inspired her foray into the customer service business. She expanded on how temperament management was essential to the customer experience and how it impacted the business and the public at large from things as little as interactions to full-on business exchange that could affect the success of a business.
3. The Art of Subjectivity
One person’s treasure is another person’s rubbish. What tastes like heaven to a customer might be inedible to someone else. This is the beauty of subjectivity. Just because you prefer extra pickles on your burger doesn’t mean that’s the universal standard. Embrace the kaleidoscope of preferences, and suddenly, the customer’s “rightness” becomes as elusive as a mirage in the desert.
4. The Case of the Unreasonable Demand
Our speakers touched on a major sore point in customer service — unreasonable demands. Whether it’s asking for an extra serving of beer because their mug had too many ice cubes or demanding a refund for a digital product they accidentally deleted, some requests are just ridiculous. We had questioned how to concede that the customer is always right in these situations. Norah shared an experience she had where a customer had unreasonable demands, which led to the customer calling her out on social media, as well as issuing threats when she couldn’t comply. A rather engaging story you can listen to here.
5. The Cost of Blind Obedience
Our speakers also touched on the fact that a business shouldn’t be subject to a customer’s whim. Customers could become spoiled tyrants, and businesses would be at their mercy if they always got their way. We’d have coffee shops serving lattes in fishbowls because one customer thought it’d be more value for money. They touched on the fine line between customer service and pandemonium, with Susan citing Amazon as an example of “crazy customer service practices”.
6. The Alternative Approach in the new age of technology
Our speakers had some differing thoughts on how technology like AI would play into the Customer service industry as a whole, but they generally agreed that embracing empathy, open communication, and reasonable solutions is a great approach. They shared that by recognising that customers are essential but acknowledging that they, like all of us, could occasionally be mistaken.
In conclusion, the speakers agreed that it’s high time we shed the unrealistic burden of “the customer is always right” and replaced it with a more balanced perspective. Customers are crucial, and their voices should be heard, but we must also remember that they are not infallible deities. By embracing a dose of irreverence and adopting a more realistic approach to customer service, we can create a world where both customers and businesses thrive. So, next time someone insists that the customer is always right, you can proudly raise an eyebrow and say, “Well, let’s not get carried away, shall we?”
To uncover all the juicy details and thought-provoking discussions, click here.
