The Customer is NOT Always Right

Today one of my good friends called me and said she was feeling beat down. She's running an extreme sport business, after many years with some of the most elite luxury brands in the country. One would expect a certain amount of challenging customers, but the issues she's had lately are over the top.

One woman swore she bought something several months ago, but didn't have any kind of receipt. My friend, who is very organized, searched her records but didn't find anything. My friend wanted to be able to help this woman, but when you run a business there are certain rules you have to have regarding returns, exchanges, and credits. This is not news to consumers. It's like "no shirt, no shoes, no service"--common sense (although I find that becoming more rare lately).

Another man called her on a day the business was closed and said he was standing outside and wanted to skydive "right now" and wasn't going tandem (meaning he wanted to jump alone, which they don't offer and clearly communicate on their website and social media). He was flat out rude. No hello, no questions, just dictated to her what he was going to do.

She asked me why I thought people acted like this, because these are only 2 examples of at least 5 she gave me, and I was dealing with a similar situation with a client as well. I said it's because we've proclaimed this message that "the customer is always right," but we now live in a "bully society" where people get what they want by being direct and threatening whatever retaliation is in their power. And often, businesses cave to this pressure because it's easier than fighting it.

After 15 years of working in customer-facing roles, I have news--the customer IS NOT always right. I have an expectation that an adult will act with general manners and courtesy, and in return, people in customer service positions should be treating their clients in a grateful, welcomed manner. But one without the other doesn't work. Usually I'm up in arms about horrible customer service, but today, it's the other way around, because I believe most people do work hard and care about their businesses. It's time consumers took a look in the mirror and considered what it would be like if they were being spoken to the way they speak.

*steps down from soapbox*