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Old 03-21-2008, 03:49 AM   #1
Brother Eye
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Default The customer is "not" always right

I found this little sweet gem and thought I would share it. I currently work for a company that has to deal with dentist offices and sometimes you deal with real jackasses. So for all of my brothers and sisters who either work in customer service or have in the past, this ones for you.

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Top 5 reasons why “The Customer Is Always Right” is wrong

July 12, 2006 @ 7:07 am · Filed under Best of site, Happy At Work, Leadership

The customer is always right?
When the customer isn’t right - for your business

One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation. In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint.

She didn’t like the fact that the company didn’t assign seats; she didn’t like the absence of a first-class section; she didn’t like not having a meal in flight; she didn’t like Southwest’s boarding procedure; she didn’t like the flight attendants’ sporty uniforms and the casual atmosphere.

Her last letter, reciting a litany of complaints, momentarily stumped Southwest’s customer relations people. They bumped it up to Herb’s [Kelleher, CEO of Southwest] desk, with a note: ‘This one’s yours.’

In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. Crabapple, We will miss you. Love, Herb.’”

The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909, and is typically used by businesses to:

1. Convince customers that they will get good service at this company
2. Convince employees to give customers good service

Fortunately more and more businesses are abandoning this maxim - ironically because it leads to bad customer service.

Here are the top five reasons why “The customer is always right” is wrong.

1: It makes employees unhappy

Gordon Bethune is a brash Texan (as is Herb Kelleher, coincidentally) who is best known for turning Continental Airlines around “From Worst to First,” a story told in his book of the same title from 1998. He wanted to make sure that both customers and employees liked the way Continental treated them, so he made it very clear that the maxim “the customer is always right” didn’t hold sway at Continental.

In conflicts between employees and unruly customers he would consistently side with his people. Here’s how he puts it:

When we run into customers that we can’t reel back in, our loyalty is with our employees. They have to put up with this stuff every day. Just because you buy a ticket does not give you the right to abuse our employees . . .

We run more than 3 million people through our books every month. One or two of those people are going to be unreasonable, demanding jerks. When it’s a choice between supporting your employees, who work with you every day and make your product what it is, or some irate jerk who demands a free ticket to Paris because you ran out of peanuts, whose side are you going to be on?

You can’t treat your employees like serfs. You have to value them . . . If they think that you won’t support them when a customer is out of line, even the smallest problem can cause resentment.

So Bethune trusts his people over unreasonable customers. What I like about this attitude is that it balances employees and customers, where the “always right” maxim squarely favors the customer - which is not a good idea, because, as Bethune says, it causes resentment among employees.

Of course there are plenty of examples of bad employees giving lousy customer service. But trying to solve this by declaring the customer “always right” is counter-productive.
2: It gives abrasive customers an unfair advantage

Using the slogan “The customer is always right” abusive customers can demand just about anything - they’re right by definition, aren’t they? This makes the employees’ job that much harder, when trying to rein them in.

Also, it means that abusive people get better treatment and conditions than nice people. That always seemed wrong to me, and it makes much more sense to be nice to the nice customers to keep them coming back.
3: Some customers are bad for business

Most businesses think that “the more customers the better”. But some customers are quite simply bad for business.

Danish IT service provider ServiceGruppen proudly tell this story:

One of our service technicians arrived at a customer’s site for a maintenance task, and to his great shock was treated very rudely by the customer.

When he’d finished the task and returned to the office, he told management about his experience. They promptly cancelled the customer’s contract.

Just like Kelleher dismissed the irate lady who kept complaining (but somehow also kept flying on Southwest), ServiceGruppen fired a bad customer. Note that it was not even a matter of a financial calculation - not a question of whether either company would make or lose money on that customer in the long run. It was a simple matter of respect and dignity and of treating their employees right.
4: It results in worse customer service

Rosenbluth International, a corporate travel agency, took it even further. CEO Hal Rosenbluth wrote an excellent book about their approach called Put The Customer Second - Put your people first and watch’em kick butt.

Rosenbluth argues that when you put the employees first, they put the customers first. Put employees first, and they will be happy at work. Employees who are happy at work give better customer service because:

* They care more about other people, including customers
* They have more energy
* They are happy, meaning they are more fun to talk to and interact with
* They are more motivated

On the other hand, when the company and management consistently side with customers instead of with employees, it sends a clear message that:

* Employees are not valued
* That treating employees fairly is not important
* That employees have no right to respect from customers
* That employees have to put up with everything from customers

When this attitude prevails, employees stop caring about service. At that point, real good service is almost impossible - the best customers can hope for is fake good service. You know the kind I mean: corteous on the surface only.
5: Some customers are just plain wrong

Herb Kelleher agrees, as this passage From Nuts! the excellent book about Southwest Airlines shows:

Herb Kelleher […] makes it clear that his employees come first — even if it means dismissing customers. But aren’t customers always right? “No, they are not,” Kelleher snaps. “And I think that’s one of the biggest betrayals of employees a boss can possibly commit. The customer is sometimes wrong. We don’t carry those sorts of customers. We write to them and say, ‘Fly somebody else. Don’t abuse our people.’”

If you still think that the customer is always right, read this story from Bethune’s book “From Worst to First”:

A Continental flight attendant once was offended by a passenger’s child wearing a hat with Nazi and KKK emblems on it. It was pretty offensive stuff, so the attendant went to the kid’s father and asked him to put away the hat. “No,” the guy said. “My kid can wear what he wants, and I don’t care who likes it.”

The flight attendant went into the cockpit and got the first officer, who explained to the passenger the FAA regulation that makes it a crime to interfere with the duties of a crew member. The hat was causing other passengers and the crew discomfort, and that interfered with the flight attendant’s duties. The guy better put away the hat.

He did, but he didn’t like it. He wrote many nasty letters. We made every effort to explain our policy and the federal air regulations, but he wasn’t hearing it. He even showed up in our executive suite to discuss the matter with me. I let him sit out there. I didn’t want to see him and I didn’t want to listen to him. He bought a ticket on our airplane, and that means we’ll take him where he wants to go. But if he’s going to be rude and offensive, he’s welcome to fly another airline.

The fact is that some customers are just plain wrong, that businesses are better off without them, and that managers siding with unreasonable customers over employees is a very bad idea, that results in worse customer service.

So put your people first. And watch them put the customers first.
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Old 03-21-2008, 04:14 AM   #2
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I here that! I just got a job at a grocery store and I've been asked by customers to do things that would not work or do not make sense
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Old 03-21-2008, 05:06 AM   #3
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Agreed 100%. Pipe dream? I'd say so.

Yes it works and it's probably true, but can you show me a time in human history when this has ever been the case? I can't think of one.

As much as I'd like to see change, I don't think this will be a common trend.
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Old 03-21-2008, 05:11 AM   #4
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I've worked in customer service for more than a dozen years now, and can honestly say that my level of serving the customers wouldn't hold up to my personal expectations of someone trying to serve me ... This is one of the reasons that I am gonna be leaving customer service as soon as possible ...

NOTE: I constantly get great marks and kudos for my customer service ... I've gotten several raises over the years due to it too ... However, I don't give the customer service that I would expect from someone, so it's time for me to stop being a hypocrite, and find a new line of work ...
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Old 03-21-2008, 05:13 AM   #5
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I like how they've drawn the link between what one person coined in 1909, for his company, to how people behave and act when in that situation. I think the analogy holds up, and very much influences certain peoples behavior.
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Old 03-21-2008, 05:31 AM   #6
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"Hey, haven't you heard the phrase, 'The customer's always right.'?"
"How about this... THE CUSTOMER'S ALWAYS AN ASSHOLE!!!"
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Old 03-21-2008, 05:33 AM   #7
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I've taken people out when they've tried that with me. Just throw a theoretical scenario at them, which mirrors the current one, and have them solve it. Halfway through, they usually realize how stupid they sound, and either storm off or apologize quickly and end the transaction (rarely from my experience).
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Old 03-21-2008, 06:25 AM   #8
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Quote:
Originally Posted by bobservations View Post
I've worked in customer service for more than a dozen years now, and can honestly say that my level of serving the customers wouldn't hold up to my personal expectations of someone trying to serve me ... This is one of the reasons that I am gonna be leaving customer service as soon as possible ...

NOTE: I constantly get great marks and kudos for my customer service ... I've gotten several raises over the years due to it too ... However, I don't give the customer service that I would expect from someone, so it's time for me to stop being a hypocrite, and find a new line of work ...
Dude. If I worked customer service; People would die.

Think Hulk with a red ring.
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Old 03-21-2008, 11:38 PM   #9
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Quote:
Originally Posted by Parrylakks View Post
"Hey, haven't you heard the phrase, 'The customer's always right.'?"
"How about this... THE CUSTOMER'S ALWAYS AN ASSHOLE!!!"
You my sir get a gold star for the day
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Old 03-22-2008, 01:03 AM   #10
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Actually I got a free Striperella boxset when I worked retail because my boss actually backed me when I wouldn't let her return it. You see store policy said that you could not return open cds or dvds. Her 15 year old son purchased them earlier with her and went home to watch it. She stormed back into the store two hours later demanding a refund. I informed her we couldn't do anything for her she asked to talk to the manager. He told her the same thing. She got so PO'd she threw the set at me and stormed out. My manager looked at me and said "Hey you like comicbooks,right. Since we can't add it to stock its yours."

The thing that we both got a laugh out of was her kid brought it up to her in the checkout line and asked her if he could buy it and she said YES didn't even look at it.LOL
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Old 03-22-2008, 01:06 AM   #11
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Quote:
Originally Posted by lantern1055 View Post
Actually I got a free Striperella boxset when I worked retail because my boss actually backed me when I wouldn't let her return it. You see store policy said that you could not return open cds or dvds. Her 15 year old son purchased them earlier with her and went home to watch it. She stormed back into the store two hours later demanding a refund. I informed her we couldn't do anything for her she asked to talk to the manager. He told her the same thing. She got so PO'd she threw the set at me and stormed out. My manager looked at me and said "Hey you like comicbooks,right. Since we can't add it to stock its yours."

The thing that we both got a laugh out of was her kid brought it up to her in the checkout line and asked her if he could buy it and she said YES didn't even look at it.LOL
You lucky bastard.
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Old 03-22-2008, 01:26 AM   #12
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Quote:
Originally Posted by lantern1055 View Post
The thing that we both got a laugh out of was her kid brought it up to her in the checkout line and asked her if he could buy it and she said YES didn't even look at it.LOL
How old was this dunce?

And how much do you want to bet the only reason she brought it back is because when she got home and took a look at what she had bought, she suddenly realized why the teller and people in line were giving her such funny looks?
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Old 03-22-2008, 01:57 AM   #13
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wow! thats cool that happened although yeah you got to think she didn't pay attention and she got pissed she was in the wrong
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Old 03-22-2008, 04:16 PM   #14
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The kid had to have 15. You would be suprised how much this kind of thing happens.
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