{"id":13702,"date":"2016-03-30T05:05:00","date_gmt":"2016-03-30T12:05:00","guid":{"rendered":"https:\/\/dlvrit.com\/blog?p=13702&#038;preview_id=13702"},"modified":"2026-04-14T23:01:25","modified_gmt":"2026-04-15T06:01:25","slug":"not-always-right","status":"publish","type":"post","link":"https:\/\/dlvrit.com\/blog\/not-always-right\/","title":{"rendered":"5 Experts Truthfully Answer Is the Customer Always Right"},"content":{"rendered":"<p>The customer is always right. Or so we&#8217;ve always been told. Truthfully,\u00a0the customer is not always right, right?<\/p>\n<p>As the cliche goes:<\/p>\n<h3><strong>Rule #1: The customer is always right.<\/strong><br \/>\n<strong>Rule #2: If the\u00a0customer is WRONG, refer to Rule #1.<\/strong><\/h3>\n<p>Does this still hold true to this day?<\/p>\n<p>First, a little <a href=\"https:\/\/en.wikipedia.org\/wiki\/The_customer_is_always_right\">history<\/a>.<\/p>\n<p>The origins of the \u201ccustomer is always right\u201d is attributed to retailers such as Gordon Selfridge, John Wanamaker and Marshall Field, who owned retail stores in the late 1800\u2019s.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-13712 size-full\" src=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/selfridge-postcard.jpg\" alt=\"the customer is not always right: Postcard advertising Selfridge's grand opening, Harry Gordon Selfridge.\" width=\"615\" height=\"409\" srcset=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/selfridge-postcard.jpg 615w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/selfridge-postcard-300x200.jpg 300w\" sizes=\"(max-width: 615px) 100vw, 615px\" \/><\/p>\n<p>These retailers advocated that customer complaints should be treated seriously so that they should not feel cheated or deceived. This attitude was novel and influential when misrepresentation was rife and <i><a title=\"Caveat emptor\" href=\"https:\/\/en.wikipedia.org\/wiki\/Caveat_emptor\">caveat emptor<\/a><\/i> (<strong>let the buyer beware<\/strong>) was a common legal maxim.<\/p>\n<p>Variations include:<\/p>\n<ul>\n<li>&#8220;L<i>e client n&#8217;a jamais tort<\/i>&#8221; (<strong>the customer is never wrong<\/strong>) which was the slogan of hotelier <a title=\"C\u00e9sar Ritz\" href=\"https:\/\/en.wikipedia.org\/wiki\/C%C3%A9sar_Ritz\">C\u00e9sar Ritz<\/a>, who said, &#8220;If a diner complains about a dish or the wine, immediately remove it and replace it, no questions asked.&#8221;<\/li>\n<li>A variation frequently used in Germany is &#8220;<i>der Kunde ist K\u00f6nig<\/i>&#8221; (<strong>the customer is king<\/strong>).<\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-13738 size-full\" src=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Rottenecards-Customer.png\" alt=\"the customer is not always right: The average person is easily confused because the average person is stupid.\" width=\"420\" height=\"294\" srcset=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Rottenecards-Customer.png 420w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Rottenecards-Customer-300x210.png 300w\" sizes=\"(max-width: 420px) 100vw, 420px\" \/><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Back_to_the_Original_Question_The_Customer_is_Not_Always_Right_Right\"><\/span>Back to the Original Question: The Customer is Not Always Right, Right?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>Is the customer always right? A quick Google Search shows 178 million hits for that phrase. Clearly, helping customers is on the minds of a lot of people!<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-13720\" src=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-Is-Right-Google-Search.png\" alt=\"The customer is not always right\" width=\"500\" height=\"104\" srcset=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-Is-Right-Google-Search.png 1502w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-Is-Right-Google-Search-300x62.png 300w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-Is-Right-Google-Search-768x160.png 768w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-Is-Right-Google-Search-1024x213.png 1024w\" sizes=\"(max-width: 500px) 100vw, 500px\" \/><\/p>\n<p><strong>A variation of the original question:<\/strong><\/p>\n<p>With platforms like Facebook, Twitter, and Yelp putting the power of voice flatly in consumers\u2019 hands via social media, is the customer always right?<\/p>\n<p>Here&#8217;s a sampling of responses from five business leaders across the web:<\/p>\n<h3><strong>1 &#8211; Andy Beal, CEO, <a title=\"Trackur\" href=\"http:\/\/www.trackur.com\/\">Trackur<\/a>:<\/strong><\/h3>\n<blockquote><p><strong>Why The Customer Is Not Always Right And Why It Doesn&#8217;t Matter<\/strong><\/p><\/blockquote>\n<p>Here&#8217;s the secret that many business owners are afraid to admit: <strong>the customer is not always right<\/strong>. In fact, some customers are so wrong; you sometimes feel like a fired-up baseball umpire that just wants to get in their face and scream at them just how wrong they are&#8230;<strong>BUT,\u00a0the customer always thinks they are right<\/strong>. That&#8217;s what&#8217;s important to remember.<\/p>\n<p style=\"padding-left: 30px;\"><span style=\"color: #0000ff;\"><strong>\u2192<\/strong><\/span>The key is to swallow your pride and look beyond the need for you to justify your company&#8217;s actions.<\/p>\n<p style=\"padding-left: 30px;\"><span style=\"color: #0000ff;\"><strong>\u2192<\/strong><\/span>Treat your customers the way you would want to be treated\u2014even if you knew you were not right\u2014and your business will flourish because word of mouth will treat you well and you won&#8217;t get distracted by the Mr. W. Rong&#8217;s of the world.<\/p>\n<h3><strong>2 &#8211;\u00a0<a title=\"The Customer is Always Right (And Boy, Do They Have a Lot to Say)\" href=\"https:\/\/www.salesforce.com\/blog\/2015\/02\/customer-always-right-boy-do-they-have-lot-say.html\">Salesforce Blog<\/a>:<\/strong><\/h3>\n<blockquote><p><strong>The customer is always right.<\/strong> For businesses that rely on consumers to provide direction and profit, no adage or truism so perfectly sums up the supplier-purchaser relationship. Of course, <strong>in order to be right, customers have to be heard.<\/strong> Luckily, modern technology makes it easy for customers to become involved in the conversation.<\/p><\/blockquote>\n<p style=\"text-align: left;\"><img decoding=\"async\" class=\"aligncenter wp-image-13715 size-full\" src=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/salesforce-customer-right.png\" alt=\"The customer is not always right: The Customer is Always Right (And Boy, Do They Have a Lot to Say)\" width=\"600\" height=\"310\" srcset=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/salesforce-customer-right.png 600w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/salesforce-customer-right-300x155.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" \/><\/p>\n<h3 class=\"title\"><strong>3 &#8211;\u00a0<a class=\"name \" title=\"Michelle King\" href=\"https:\/\/www.linkedin.com\/pulse\/20140409181155-17325148-the-customer-is-always-right-except-when-they-aren-t\" rel=\"author\" data-li-uetrk-click=\"tl\">Michelle King<\/a>, Sustaining Engineering Triage Manager at SuccessFactors:<\/strong><\/h3>\n<blockquote>\n<p class=\"article-title\"><strong><a title=\"The Customer is Always Right, Except When They Aren't\" href=\"https:\/\/www.linkedin.com\/pulse\/20140409181155-17325148-the-customer-is-always-right-except-when-they-aren-t\">The Customer is Always Right, Except When They Aren&#8217;t<\/a><\/strong><\/p>\n<\/blockquote>\n<p>The customer is not always right. Sometimes they are wrong. <strong>How we handle those moments when the customer is wrong is the magic key to gaining customer trust<\/strong> and continuing a successful relationship.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-13724 size-full\" src=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Is-the-customer-always-right.png\" alt=\"The customer is not always right: Is the customer always right? A quick Google Search shows 178 million hits for that phrase.\" width=\"420\" height=\"294\" srcset=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Is-the-customer-always-right.png 420w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Is-the-customer-always-right-300x210.png 300w\" sizes=\"(max-width: 420px) 100vw, 420px\" \/><\/p>\n<p>Actively disagreeing with a customer will certainly lead to distrust and dissatisfaction, but we can avoid those circumstances by following some simple guidelines:<\/p>\n<ol>\n<li><strong>Know your stuff.<\/strong> If you are providing a service, you should always be more educated than the customer on what you are selling. <strong>Being knowledgeable creates trust<\/strong>.<\/li>\n<li><strong>Think<\/strong>. Before you act on a customer request stop and think if your action is in the best interests of the customer and your long-term relationship. Sometimes overreaching to fix an issue now will cause you to have to continue to overreach just to keep the customer happy.<\/li>\n<li><strong>Care.<\/strong> Many times a customer reacts because they feel that the service provider doesn\u2019t care or understand their concerns. Listen, acknowledge and work with the customer on a plan of action to resolve the issue. <strong>Treat the customer with respect.<\/strong><\/li>\n<li><strong>Communicate.<\/strong> Take the time to explain the circumstances thoroughly. Ensure that the customer understands what you are saying. Ask questions, to confirm that the customer has absorbed the information you have shared.<\/li>\n<li><strong>Negotiate.<\/strong> Before saying \u201cno\u201d outright, attempt to negotiate. Negotiation allows the customer to gain something even if it isn\u2019t exactly what they believe they want. Ask questions to ascertain what the customer really needs.<\/li>\n<li><strong>Be comfortable with the hard conversation.<\/strong> Telling the customer \u201cno\u201d whether directly or indirectly is never an easy conversation but knowing that you are giving the most accurate assessment of the information that is in the customer\u2019s long-term best interest should provide you with the courage for the discussion. Remember that you are not telling the person \u201cno,\u201d you are saying \u201cno\u201d to the request.<\/li>\n<li><strong>Follow-up.<\/strong> After resolving the issue, confirm that the customer is satisfied and be available to answer any follow-up questions. You can create long-term goodwill with customers by just reaching out and following up.<\/li>\n<\/ol>\n<h3><strong>4 &#8211; Bill Flitter, CEO of <a title=\"dlvr.it\" href=\"https:\/\/dlvr.it\/\">dlvr.it<\/a><\/strong><\/h3>\n<blockquote>\n<p class=\"p1\"><strong>I&#8217;m a big believer in Karma. I know how I would like to be treated if an issue arose with a product I purchased. I aim to treat our customers the same way.<\/strong><\/p>\n<\/blockquote>\n<p><span style=\"color: #0000ff;\"><strong>\u2192<\/strong><\/span>If you are in a service business, <strong>treat the customer as she is always right.<\/strong> If your goal is just to prove you are right, your head is not in the right space. Swallow your pride. If the outcome is going to cost you a significant amount of money, negotiate with the customer. I find most people are reasonable when you explain the facts and try to keep emotions out of the situation.<\/p>\n<p><span style=\"color: #0000ff;\"><strong>\u2192<\/strong><\/span>If you did no wrong, <strong>sympathize with the customer<\/strong>. You don&#8217;t necessarily need to apologize, but customers want to know you are listening and that you heard them.<\/p>\n<p class=\"p1\">Ford Motor Company did a study many years ago. They discovered customers who had a problem with a product or service that was resolved quickly, bought more than customers who had no problems at all.<\/p>\n<p class=\"p1\"><strong>Lesson learned: Acknowledge the issue with the customer quickly, set expectations on a resolution time frame and over-communicate.<\/strong><\/p>\n<h3><strong>5 &#8211; Tom\u00a0Martin, CEO of <a class=\"external\" href=\"http:\/\/www.glance.net\/\" rel=\"nofollow\">Glance Networks<\/a>:<\/strong><\/h3>\n<blockquote><p><strong>When it Comes to Customer Service, the Customer is Not Always Right<\/strong><\/p><\/blockquote>\n<p>There\u2019s nothing wrong with going out of your way to make your customers happy. <strong>Creating a good customer experience has become a differentiator that can make or break your business,<\/strong> in particular when it comes to online and mobile activities.<\/p>\n<p><span style=\"color: #0000ff;\"><strong>\u2192<\/strong><\/span>\u201cThe customer is always right\u201d sets a bad example for your employees. Why? Because it implies, if employees disagree at all with something the customer says (or can\u2019t fix an issue), the employees are now the ones at fault.<\/p>\n<p>Here are a few suggestions on a more effective way to provide good customer care:<\/p>\n<p>1) Provide your employees with the <strong>right training<\/strong> to enable them to make the right decisions about how to handle customer situations.<\/p>\n<p>2) Provide your employees with the<strong> right tools<\/strong> to allow them to communicate with your customers in the way that makes the most sense for them.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-13727\" src=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-training.jpg\" alt=\"The customer is not always right: Fortunately his training had prepared him to deal with all types of customers.\" width=\"760\" height=\"774\" srcset=\"https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-training.jpg 982w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-training-295x300.jpg 295w, https:\/\/dlvrit.com\/blog\/wp-content\/uploads\/Customer-training-768x782.jpg 768w\" sizes=\"(max-width: 760px) 100vw, 760px\" \/>\u00a0___<\/p>\n<p class=\"p1\"><strong>So, what do you think? Is the customer always right? Or do you believe\u00a0the customer is not always right? We&#8217;d love to hear from you!<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The customer is always right. Or so we&#8217;ve always been told. Truthfully,\u00a0the customer is not always right, right? As the cliche goes: Rule&#8230;<\/p>\n","protected":false},"author":6,"featured_media":13817,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[118,474],"tags":[],"class_list":["post-13702","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-content-marketing","category-productivity"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Truth is the Customer is Not Always Right<\/title>\n<meta name=\"description\" content=\"The customer is always right. 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