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.

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

But, as a baseline, Customers are human and, therefore, not infallible.

The Customer is Always Right. Hmmph.

The phrase started as a guiding principle of sorts and has evolved into a crutch for both Customers and Vendors.

It is possible to care about the Customer’s success and not believe they are always right. That shift in mindset, in our opinion, will lead 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.

Read this article (from Forbes) for why the phrase “The Customer is Always Right” is inherently wrong.

Supporting Music

Interpol at Primavera 2022 (Live Concert)

Foals at TRNSMT 2022 (Live Concert)

Note: Originally posted January 27, 2018