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 early 20th century to shift power dynamics in service industries.
Flaws in the Belief:
Unreasonable Demands: Some customers exploit policies for personal gain.
Employee Morale: Blindly favoring customers can demotivate staff and cause internal resentment.
Unsustainable Expectations: Overpromising to keep customers happy can harm long-term profitability.
Reality:
Businesses must balance customer satisfaction with fairness, operational viability, and employee well-being.
Policies should empower employees to handle difficult situations confidently while maintaining service standards.
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