The Customer Is Always, Yeah Right….

Now serving no#1!
Now serving no#1!

Whoever came up with this motto was dreaming.  Probably some yahoo who was determined to do whatever it takes to please his customer’s.  Now I’ve got no problem with this approach in theory but let’s get real, customers make errors, their human.  I’ve never met a customer who was always right and I’ve met a lot of customers is my working career.  Heck I’ve been a customer as much as anyone and I’ll fully admit I’m no where near right all the time, pretty close though, ha!  There is a grocery store up north where they do all they can to please their customers.  They’ll send busses out to get you if you can’t find a way to get there, and they stock everything on God’s green earth.  I guess the place is huge.  Stu Lennard’s, look it up.  Anyway Stu brags that he has a sign posted for his employees that everyone, including the customers, can see.  It states; Rule#1, The customer is always right.  Rule#2, If you think the customer is wrong, see rule no#1.  “I don’t care what you say, the customer is wrong, a lot!”  I’ve seen customers in stores wrong as all get out but the store bends over backwards to please them.  That’s doesn’t mean the customer was right, it means the stores sees them as human and tries to make it right because that’s what caring people do.  You ever see a berating the store sometimes takes from the customer for that customer’s error.  I hate it when I see a customer tear up a clerk for any error, most times their as much a part of if not more so than the clerk.    I’ve sat in front of customers who I knew were wrong, they knew they were wrong, but for the sake of not angering them or losing them as a customer we all nod our heads in agreement that they were not the party at fault.  The older I get the more this pisses me off.  The sign I mentioned above where the customer is always right probably gives some folks the feeling of entitlement that they can be wrong all they want and the store will make it right no matter who’s at fault, and, they can act all high and mighty using the clerk or wait person like their own personal whipping post.  Customers take advantage of stores and companies where this is the motto, “I’m right no matter what I do”.  I haven’t been down that path yet with a customer, pretty close on a couple of occasions though.  That could possibly be a career ender if they decide to go that route.  I’ll do whatever it takes to make it right, just man up and admit you made an error, we’ll fix it and move on.  Hell I’ll even eat some of the cost.  There’s another tired saying that goes, and this makes me sour as well, it’s; “The customer isn’t always right but they are the customer”.  I guess as long as your on the customer end you can do as you please and things will always end up in your favor.  Remember when Wal-Mart started the policy of taking back returns without a receipt.  That was kind of a customer is always right type service.  How long did that policy last?  Folks couldn’t get back there fast enough to turn in all their junk at the stores expense.  Now I’m no fan of Wal-Mart but I damn sure don’t blame them for putting that policy in mothballs as fast as they did, I wouldn’t have put it in practice in the first place.  I do know many customers who are straight up and when they make an error they admit it. They tell how it happened and ask me what I can do to help them out.  Those folks I’ll bend over backwards to for and make sure they don’t end up on the hot seat on their end.  And those folks appreciate it.  Here’s a motto for your customers Stu, “take responsibility for your mistakes”.

Leave a Reply

Your email address will not be published. Required fields are marked *