The Customer is Always Right

The Customer is Always Right

The Customer is Always Right.

One of my Executives mentioned that to me the other day when I was speaking with them about an Irate Customer.

The Customer is Always Right.

That phrase has haunted me for over 15 years in software implementation. And another ten years in various service industries.

That line, however, is Bullshit.

The Customer is NOT always Right.

In fact, customers are often wrong, and in many cases, they have a financial incentive to ignore data that indicates anything to the contrary.

The phrase itself has become a crutch for both Customer and Vendors.

It is possible to care about the Customer’s success and not believe they are always right. I think that that approach leads to a more authentic and honest Customer – Vendor/Product relationship.

I much prefer the phrase: The Customer is Human. Or the Customer is the customer.

For more on why the phrase “The Customer is Always Right” is wrong – read this.


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