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Is the Customer Always Right?

Posted on May 15, 2008 by Diane

Even before I started my business (eOffice Solutions) nearly two years ago, I knew customer service would be the foundation from which I would build it.  Providing “exceptional” customer service would distinguish me from the other hundreds of thousands of small businesses in general, and virtual business owners in particular.  I really believed in the adage, “The customer is always right.”

One year, six months, two weeks, and 15 days later, I’m still of that opinion - but (and this is a big But), as Dr. Phil would say, “There’s no hunt in that dog!”

Truly, I have found that the customer isn’t always right, and that’s okay.  For two months I struggled with a client that was never satisfied, extremely nick-picky, demanded my time 24/7, and honestly, he was the client from hell.  The more I gave of myself, the more he wanted.  Finally, I had to “fire” him.  He was a good client in terms of money and the type of work but that’s where the good began and ended.  Your clients will often become difficult, demanding, and hard to please.  It’s at this point however, where you must decide if it’s worth the aggravation and say “Guess what? This client isn’t right!” 

If the client is wrong and not a “good fit,” you must make him/her aware of this; make every attempt to compromise and/or resolve the problem, or part ways - and be okay with it.  It took me a little awhile but I realized it is okay to tell your client they’re wrong, period.  I felt horrible after I parted ways with my client from hell, even though he was such a headache.  It was the lack of good customer service (particularly in the service industry) to begin with that helped form my opinion that good customer service - no exceptional customer service, would help me to stand out from the rest.  Visit any fast food restaurant and 4 times out of 10 (that’s 40%) you will not get a “Thank you” or a smile or even a pleasant facial expression. On too many occasions, I’ve even had my food thrown at me with a “You’re bothering me” attitude, as if they’re doing me a favor!  (Geez, I paid for that treatment too!)

So yes, it is extremely important, I feel, to give your clients more than what they expect, and recognize that 90% of the time, the customer is always right.  But equally important is to know when your customer is wrong to the point that the situation will never be right in their eyes; acknowledge this, move on, and be okay with it.

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