The Customer Is Always Wrong

The customer is always right.

You said I passionately, passionately, passionately disagree.

Yeah.

So on what grounds would we say the customer is right? There's like one sliver and that's some sort of lie that we tell to like customer service employees so we don't get them to anger customers.

We just lie to them and say, well, the customer is always right.

And that's supposed to mean be kind, be nice.

They're probably wrong, but you have to be respectful towards them because they're the paying customer.

In that sense, that's the only bit of truth in the customer being

right.

And every other way, the customer is wrong.

They don't know the preferences.

They don't know how systems work.

They make bad decisions.

You don't know if they're going to pay.

They can be a pain in the butt when you're going and you're taking their order and they're like, but

I ordered blah, blah, blah.

It's like,

no, you didn't actually order that.

We got you recorded on film, whatever.

But you're always right.

But

you're always right.

Okay, so would it be true then to say the customer is always right is a useful fiction? Yeah.

It's technically not true, but it's a way of getting employees to think about the idea of, not invalidating the customer's feelings when they complain.

And the reason being because they're the ones paying.