What’s wrong with assuming “the customer is always right”?
The phrase “the customer is always right” is often used to justify bending over backward to meet customer demands. But taken literally, it can damage businesses and employee morale.
Why this myth is problematic:
Abusive Behavior: It empowers unreasonable or aggressive customers at the expense of staff dignity and safety.
Unprofitable Demands: Not all customer requests make business sense. Chasing every preference may hurt margins.
Demoralized Staff: Employees who feel unsupported lose motivation and leave, increasing turnover.
Inconsistent Service: Businesses trying to accommodate every request lose consistency and brand identity.
Lack of Boundaries: Clear policies and limits maintain professionalism and protect resources.
A balanced approach—valuing customers and employees—is essential for long-term service quality.
Related Articles
Why do many believe that the customer is always right, and what’s the reality?
The adage “The customer is always right” is widely accepted, but it is often misleading and oversimplifies complex customer-business dynamics. Origins of the Myth: Created as a marketing slogan to emphasize customer satisfaction. Popularized in the ...Is "the customer is always right" still a valid rule in modern business?
The phrase “the customer is always right” was coined in an era where businesses sought to protect customer satisfaction at all costs. While customer centricity is vital, this mantra is overly simplistic and often counterproductive today. Problems ...What’s wrong with assuming “you need a unique idea to start a business”?
The idea that only original, never-before-seen ideas succeed is one of the most demotivating myths for new entrepreneurs. Here’s why it’s false: Execution Matters More: How you implement an idea is often more important than the idea itself. Proven ...Why is it a myth that the customer is always right?
While customer satisfaction is critical, the notion that “the customer is always right” can be dangerously misleading if applied blindly. Origins of the Myth: Promoted in early 20th-century retail as a way to encourage sales and customer loyalty. ...Where does the myth that “you must always listen to the customer” fall apart in practice?
While customer feedback is essential, the myth that businesses must always do what customers want can lead to strategic errors. Not all customer suggestions align with the business’s vision, sustainability, or scalability. This myth overlooks the ...