If you work in a retail store or a fast food restaurant, you’ll often hear the phrase “the customer is always right.” Sometimes customers will use this commonly held belief to assert their authority in order to resolve an issue in their favor. At Host Merchant Services, we can confidently say that the customer is always right, however you may find yourself reading this article looking for the origins and history of this common saying.
This phrase is more of an aphorism than a proverb, as it’s a common way to convey a message or idea and is not generally accepted as a fact. However, most people don’t understand what this phrase refers to. This phrase does not mean any customer is right, no matter how unreasonable they are. It simply means that the customer’s desires and needs must be paramount in customer service. Customer care and customer satisfaction are the most important goals regardless of whether the customer is actually right or wrong.
When it comes to applying the phrase “the customer is always right,” there is a thin line that is often blurred. If you keep reading, you’ll discover how this phrase was born and what it means.
Origin of “The Customer is Always Right”
The words “the customer is always right” were popularized by Marshall Fields, Harry Gordon Selfridge, and John Wanamaker. They were successful retailers who quickly realized the importance of satisfying their customers and approaching them confidently.
The sign “the customer is always right” stood out in an era when deception was commonplace and judicial rulings like “caveat emptor” (Latin for “buyer beware”) were prevailing. Essentially, the phrase meant that the buyer must take full responsibility for his actions. The customer was responsible for inspecting a product’s quality before purchasing and reporting any problem with the item after it was purchased. It was not the vendor’s responsibility to reveal anything or to provide assistance to the consumer. The “customer is always right” viewpoint was born as the polar opposite of this idea. The customer is always right means that providers will go to great lengths to satisfy and earn the trust of their customers.
How the World Views the Phrase
Among the phrases commonly associated with customer loyalty in business, “the customer is always right” may be the most commonly used one. Many variations of this concept have gained popularity across the globe, some of which include:
“Der Kunde ist König” is a German expression used to describe the importance of the customer. It means “the customer is king.” As a result of the revisions being made to Germany’s consumer protection legislation, customers now have access to additional help and alternatives. The customer who has legislated rights and has the ability to advocate for themselves can feel as if he or she is a king.
“Le client n’a jamais tort,” which translates as “the customer is never wrong,” was popularized by César Ritz, founder of the Ritz Carlton hotel chain. Ritz Carlton hotels across the world still follow this standard.
A Japanese slogan reads “okyakusama wa kamisama desu,” or “the customer is god.” This concept is reiterated in the Consumer Contract Act, which guarantees fair trade for customers and prohibits unfair business practices.
A Spanish phrase says, “El cliente siempre tiene la razón,” while the Italian phrase is “ il cliente ha sempre ragione.” Both expressions imply that “the customer always has a reason” for wanting what they are buying. It is the job of the staff and customer care agents to figure out that reason and ensure the customer is satisfied in that way.
Throughout history, the attitudes of customers have changed. To build great relationships, businesses must learn to value their customers and to trust all the consumers they serve. Customer-centricity implies not only focusing on the experience of the customers, regardless of where they are in the world. Even though the consumer is not always right, being deliberate about how your organization approaches the customer experience will always benefit your organization.
The Meaning of “The Customer is Always Right”
When dealing with clients, it is essential to remember that they are always right from their own perspective, even if that is not the case in reality. While this disparity could lead to arguments, it is important not to argue with your customer, as this will cause them, and yourself, to get aggravated and irritated. Informing the consumer that they are in the wrong is not in anyone’s best interest.
Remembering the adage “The customer is always right” is essential for maintaining good customer relations, especially when things get rough.
Rather than ask if they’re right or not, the phrase asks how the customer feels and what you can do to make things right.
Whenever possible, avoid using the word “no” in your client interactions to avoid escalating discussions about who is technically right and who is technically wrong. Customer service representatives can assist customers by identifying common ground so as to avoid escalating a confrontation and reach a fair resolution to their problems. You are able to take control of the conversation and end it with a happy client when you respect and honor the customer as “right.”
Why Having “The Customer Is Always Right” as a Mindset Is Important
You don’t have to take the term literally since it’s not meant to be used that way. Rather, it is meant to be a mantra for customer service. While your main concern should be to please your clients, you should also consider whether the additional work is worth it in the long run.
Having the attitude that “the customer is always right” is still appropriate in today’s business world. Here are some reasons why:
Companies are made or destroyed by their customers
You can make or ruin a company for many reasons, but the first one is that the customer is always right. There is a high expectation on the part of customers, and if these expectations aren’t met, customers are willing to take their business elsewhere. Complaints from customers, for example, may be detrimental to the success of your business.
As a business, it is very important that you know how to handle your targeted market’s complaints, feedback, and views to find out what your target market wants and needs. It’s important to establish numerous ways to receive and interact with complaints quickly and efficiently, as this is the only way to ensure that every comment you get is considered. In the end, if you don’t do that, your competitors will. And if you don’t follow that plan, you’re just setting them up for success and taking all your customers with them.
There are adverse effects associated with backlash
Businesses can easily be destroyed by backlash, in particular when it occurs in the form of an online complaint. A single negative review can have a disastrous impact on the business in the long run. It is crucial that you keep your customers satisfied in order to prevent competitors from capitalizing on their potential discomfort.
It’s important that you take care when dealing with your customers, especially when social networks have become a powerful influence in dictating most aspects of life. You may be surprised how easily posting something online can cause backlash and even result in business destruction if your customer doesn’t hold back and posts a scathing review.
Increased customers due to customer loyalty and satisfaction
You must offer exceptional customer service and emphasize the notion that the customer is always right. This can help you increase your business. In addition, if loyal customers recommend you to friends, family, or co-workers, you will naturally increase your customer base, giving you more time to take care of your loyal customers.
If your company has been around for some time or is just starting out and flourishing, wowing consumers is a great way for your company to retain and sell more of its current client base. As it turns out, 60 percent of corporate leaders believe that a strong customer service department is essential to customer retention, and 78 percent say that service agents play a key role in this process.
The longer a business invests in its customers and makes them feel important, the greater the chance that it will develop long-lasting relationships with them. Those organizations that get to the point where they successfully satisfy the needs of their consumers will have an extremely high prospect of success in their business activities. It has been shown that giving back to the community has a positive effect on the performance of the company, as many as 64% of business leaders believe. Clients who are satisfied are more likely to recommend your business to family and friends because they are more likely to be happy with your service.
It serves as a model for excellent customer service
According to “The client is always right,” customer service representatives also need to maintain a high standard of customer care services. Customer service interactions are one of the major sources of both gaining customers’ loyalty and losing them. Customers are an integral part of any organization. Because this is true, we should treat every customer as a priceless asset. It is not always necessary to go the extra mile; effectively communicating with your clients is essential for understanding their problems and providing solutions.
During conflict situations, letting the client be part of the solution is a smart way to handle interactions with the company. By insisting on being right, you may end up risking damage to the company. It doesn’t always make sense to stress out about the details. Let things go and just focus on the bigger picture. Similarly, you should also remember that your company’s success is a direct result of its consumers.
It can open new income streams
You could use the feedback from your customers to uncover their problems and create a solution to resolve their issues to provide additional prospects for future business. In order to succeed with client acquisition, you will need a lot of time, money, and patience.
How To Apply “The Customer Is Always Right”?
If you want to achieve client loyalty, you have to know your customers from top to bottom. One such way to do so is by taking advantage of new technologies like artificial intelligence. There are a variety of clever artificial intelligences for sales technologies that have a direct impact on your business, such as chatbots. Using AI in sales, companies are able to satisfy customer needs at scale by developing efficient information processing methods.
With the advancement of the digital age, consumers are choosing self-service more and more. As opposed to speaking with sales representatives, these consumers prefer to research online solutions; tailoring offers, promotions, pricing, and payment conditions are excellent ways to upsell and cross-sell. Additionally, you will be able to encourage your customers to try new products and increase basket sizes, all of which result in increased sales and more direct customer contact.
Customer loyalty and customer satisfaction are closely related. One of the best ways to retain customers is to provide them with quick responses, particularly if the responses include a rapid resolution.
You can improve the quality and speed of customer service by streamlining how customer service handles tickets. One of the biggest pet peeves among clients is having to repeat information over and over again. It is, therefore, wise to design multiple support request forms with conditional ticket fields so that you can provide your customers with a form that is relevant to them and only asks for relevant information.
Conclusion – The Customer IS Always Right
When it comes to customer service, many businesses adhere to the motto, “the customer is always right.” The phrase supports the view that it is the company’s responsibility to make a consumer happy if they are not satisfied with a product so that they will not have to buy it again. Since more than a century ago, the adage “the customer is always right” has been used as a rallying cry to demonstrate customer empathy and loyalty. Although the world and technology have evolved, customer experience leaders remain committed to doing the right thing for their customers.
