Last Updated on August 6, 2022
The phrase “the customer is always right” is one that corporations use much too frequently. In other words, it is our responsibility to go above and beyond to satisfy a customer or client. This idea, nevertheless, can be quite difficult to implement.
The client is NOT always right. In fact, the very reason businesses hire an outside marketing firm — or any vendor, agency, or consulting — is because they lack the necessary knowledge and require assistance.
Excellent customer service and accommodating every request from your customers are two completely different things. Sometimes the client is in error, very deep in error.
Reasons Why The Client is NOT Always Right
Businesses that practise responsible behaviour know when to correct clients.
Here are some instances where the client is unquestionably incorrect if you’re unsure of what that looks like:
Their request is unreasonable
If you’ve ever had clients or consumers make unreasonable requirements, raise your hand!
Companies that provide services have probably dealt with this quite a bit. Anything from being accessible around the clock and meeting incredibly tight deadlines to requesting unpaid labour or refusing to pay for the services could be considered.
One company, for instance, is really losing money as a result of clients’ knowledge that they would finally have their way and receive the reduced rates they sought if they asked for a discount.
Never would we attempt to reduce restaurant tabs or refuse to pay for a haircut. However, organisations consistently attempt to achieve this with service-based firms. You must set realistic boundaries around your work as a business owner and know when to say “no.”
Their request is unethical
Sadly, stories of unethical work are common in the world of service-based businesses. Without disclosing the connection, agencies have promoted client material and produced fictitious online reviews for their clients.
Even though it violates Wikipedia’s user standards, several agencies have made fictitious identities in order to construct and edit Wikipedia pages for their clients.
No matter what your client says, if it violates the law, moral principles, or even your own moral compass, you should not do it.
They treat your employees badly
Clients will occasionally act out and threaten staff members to achieve what they want. This cannot be tolerated.
This only gives your clients permission to mistreat you and your staff in order to acquire what they want. Additionally, it conveys the subliminal message that you regard your workforce less than your clients. Frontline employees may find themselves in a very unpleasant situation when management conveys the idea that consumers can never be wrong. It may be incredibly frustrating and discouraging for staff to be assured that the client will always get their way, no matter what. It can destroy cultures, set management against workers, and create a toxic work atmosphere.
That is not a good thing for your company. The boundary between appeasing irate clients and helping your team must be clear in your mind.
Their request won’t get the desired results
This is one of the most likely issues service-providing companies have to deal with from their clients. Clients occasionally believe they are the experts. They desire a specific strategy or method since it is the newest and best “shiny object” available in the toolbox.
But occasionally clients are simply in error. They won’t succeed or go where they want to go with the strategy they want. Our responsibility is to inform them of this and provide advice regarding their desires.
Poor client experiences
Beyond the demoralizing damage it could do to your employees, it can distract them from other, more significant client contacts if they are trying to move heaven and earth. Your team won’t have enough time to dedicate to the rest of your clients if it is stretched too thin trying to satisfy an unreasonable client expectation.
Bad clients receive an unfair advantage
The ultimate response from a client in any situation where they feel taken advantage of, dissatisfied, or just upset is “I demand to talk to the manager.” He is aware that the boss would do whatever to please him, sometimes even disregarding what the employee has said and going beyond the letter of the law to do so.
But what does that mean for us in terms of clients that are unreasonable? They believe they may ask for nearly anything since, by definition, they are correct – after all, that is the golden rule. The customer is ALWAYS right, they say. The worst outcome is that these outrageous, unreasonable clients frequently receive better treatment than regular ones.
No matter how hard you try, some customers will never be completely happy. No matter how much time you spend addressing their issues or how many favours you extend to them, they will still be dissatisfied with the results. Cut your losses, treat your staff and other clients with respect, and fire these individuals.
“The customer is always right” was never meant to be taken literally
The truth is that this customer service ethos was never intended to be taken literally. It wasn’t about giving clients complete freedom to buy what they desire. Instead, it allowed staff members the chance to empathise with their clients at a period when consumer safeguards were almost nonexistent. Customers now have a lot more influence because of the changing times. Companies that make false statements concerning their products may be held liable. Additionally, clients have more options than ever before, so if they’re dissatisfied with the level of service, they may take their business elsewhere.
Final Thoughts – Customers are sometimes just wrong
Your consumers are not exempt from the rule that no one can always be right. Occasionally, they are merely uninformed about how a product functions. Your company has the chance to be proactive by updating a FAQ, teaching client care representatives how to handle typical client complaints, or clarifying a vague product description.
However, a dissatisfied client can occasionally be unreasonable. Your staff might have to deal with a difficult client. Threats or open denigration shouldn’t be tolerated. In this situation, management must assist its teams. Employee morale may suffer if they are subjected to unrelenting criticism from clients and lack company support. This can have a serious impact on your team, which results in high employee turnover and subpar customer service.
Employees must be trained to handle these challenging situations when clients make mistakes. Taking responsibility for a problem that the company isn’t responsible for can result in even higher than necessary expectations and set your team up for failure.
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