Is The Customer Always Right?

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Is The Customer Always Right?

Encourager-In-Chief: February 8th, 2017

Learn how to lead your customers.

It’s the age old question. In fact, most people don’t question it all. They assume the customer is always right because that’s what they’ve been told. But let me dispel the myth. The customer is not always right.

Let me ask you a question: Are you ever a customer? Of course you are! Are you always right? Of course not!

Let me break it to you this way: If the customer was always right, he would never need to call you. When I worked in the staffing industry, customers only called me when they needed people because they assumed they would have enough employees to get a job done and they were wrong. Sometimes they assumed all the employees who said they were going to show up for work would be there and again, they were wrong. Sometimes they thought employees were happy with their jobs and would come back to work the next day and they guessed wrong. As I said, if your customers are always right, they’ll never have a reason to call you.

But whether or not the customer is always right is of little import. What’s most important for you to remember is that the customer is always the customer. Treat your customers like gold. Don’t make them feel bad when they are wrong—and they will be wrong, frequently. I depend on my customers to be wrong and call me when they need my help. Coaching customers call when they think they know how to run a business or they think they’re going to get their sales numbers on their own and they guess wrong. That’s why I have a job!

Heaven help you, however, if you make your customers feel wrong. What you should be concentrating on is leading your customers. This is when you take them by the hand and give clear instructions on what is going to happen next and how you are going to help save their day. That’s how your business will survive and thrive.

If you learn how to make your customers feel comfortable letting you know that they were wrong, you build a valuable relationship that can last a lifetime. Strive to be the first person your customers turn to when they realize they need help.

They’ll never care how much you know until they know how much you care.
- John Maxwell

This excerpt is taken from my How to Make Customer Service Fun! seminar.

Legendary Customer Service II: How To Make Customer Service Fun!


I encourage you to order my Nice Guys Finish First! book which covers this topic in much greater detail.

Nice Guys Finish First!


Let me hear from you!