| In short, yes... uhm well, no... maybe sometimes? O.k., so | | | | responsibility for genuine wrongs and doing everything |
| you might have gathered by now that there is no | | | | within your ability to correct them. And there are |
| "short" answer. Anybody who truly believes that the | | | | schools of thought that strictly forbid admitting fault. |
| customer is always right hasn't really given this policy | | | | Their mantra? "Better to ask forgiveness than |
| much thought.When was the last time someone came | | | | permission." However, by the very nature of such an |
| into your business, or called on the phone, or better yet | | | | absolute statement such as, "The customer is always |
| emailed you with a throbbing case of the nasties? Our | | | | right," provides people, who for no other reason but a |
| business is located just outside of the city with a bus | | | | sense of entitlement, a free pass to come into your |
| stop in front. We also own several niche market web | | | | business with the expectation that they're going to be |
| sites. Do you suppose we get our share of interesting | | | | able to conduct themselves however they wish. This |
| characters?Somehow, this philosophy/policy of, "The | | | | includes treating you and/or your employees with utter |
| customer is always right" has been branded into the | | | | disrespect and rudeness. As a result, our employee |
| consumer's psyche and repeatedly shoved in the face | | | | attrition rate is relatively low because we allow them |
| of business owners, managers, and employees. Having | | | | the discretion of practicing professionalism, diplomacy, |
| worked in Law Enforcement for several years, we're | | | | and tact.Fortunately, most of our clientele allow us the |
| taught by our instructors and leaders to consider "the | | | | opportunity to provide them with genuine friendly |
| spirit of the law" versus "the letter of the law." These | | | | service and resolve any issues with a mutually |
| considerations dictate whether or not the cop is going | | | | beneficial outcome. Unfortunately, every once in a |
| to give you a ticket for going 5 miles over the speed | | | | while, you come across a customer, who no matter |
| limit. If we're to follow the "letter of the law," we're | | | | what extraordinary efforts you deploy to appease, is |
| going to go by the book each and every time without | | | | simply unreasonable. With that, you must then make an |
| exception. It's the "spirit" that allows us discretion to | | | | executive decision and these are just a few questions |
| listen to a creative story of how your lover caught you | | | | that should be considered in rapid-fire succession |
| with your spouse again and "thank God you're here to | | | | almost immediately. Is this customer worth keeping? |
| protect me, Officer... and that's why I was speeding. I | | | | How adversely will kicking him in the pants affect my |
| was trying to get away!"Shouldn't we, as business | | | | business? Am I able to resolve this issue with little |
| owners and managers, have that same option of | | | | impact on my business or bank account? Am I going |
| discretion when a less than reasonable customer | | | | to diminish my employee's sense of empowerment |
| approaches chanting that misguided mantra? Now, of | | | | and/or sense of dignity by overturning their reasonable |
| course, this is not to say that we should not recognize | | | | decision? I'm sure there are other considerations that |
| our positions as "authority figures" and practice a | | | | you're likely to make, but these are the very |
| higher degree of professionalism, diplomacy, and tact. | | | | minimum.Incidentally, the person responsible for us |
| All of which are vital to your business. Professionalism | | | | having to endure the phrase, "The customer is always |
| is the difference between giving the appearance of | | | | right." was a gentleman by the name of H Gordon |
| genuine concern, and wrapping your knuckles on | | | | Selfridge. Mr. Selfridge was the founder of Selfridge's |
| someone's forehead to see if anybody's home. | | | | Department Stores widely known across the United |
| Diplomacy is being able to give your customer the | | | | Kingdom. Perhaps Mr. Selfridge was stuck in the "letter |
| perception that you owe them, and have provided | | | | of the law," as he died insane and bankrupt. Food for |
| them with, an apology by stating something to the | | | | thought."Is the Customer Always Right" article |
| affect of, "I'm sorry you feel that our policy has | | | | authored by John R Valente of Valente is co-founder |
| inconvenienced you." instead of actually apologizing | | | | of IndieRetailer.com, a search engine, resource center, |
| and admitting fault for something that your company is | | | | and blog specifically designed for the independent retail |
| righteous in maintaining. Tact is being able to tell your | | | | industry. John, and wife Jennifer are independent |
| customer that it appears that your (policy, sign, product, | | | | retailers who have owned and operated a brick and |
| etc.) was simply misunderstood without having to tell | | | | mortar store as well as several websites that include |
| him/her that they're a complete moron.Now, I'm also | | | | CaliforniaEbooks.com, and to name a few since 1998. |
| not condoning never admitting fault or accepting | | | | |