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