Why the Customer Is Always Right

  • Mark Edwards ·
  • June 28, 2024

“The customer is always right,” as they say. Sure, anyone who’s ever worked a day in retail might beg to differ (and have a few choice stories to back that up), but let’s take a look at why this saying is the golden rule that just keeps on giving.

  1. They’re Not Just Buying, They’re Investing

If you didn’t already, you need to understand that customers aren’t just buying products or services; they’re investing their hard-earned cash into what you’re selling. Viewing a customer as an investor not only changes the game but ups the stakes. Every time they make a purchase, it’s like they’re saying, “I believe in this product, and I trust this company.” So, giving them the MVP treatment isn’t just good manners; it’s good business.

  1. Word of Mouth is Your Best Ad

Ever heard something go “viral”? It’s not always because of a well-placed ad or a celebrity endorsement. Often, it’s good old-fashioned word of mouth. Happy customers are chatty customers. They tweet, they review, they shout from the rooftops about how awesome your service is—or, heaven forbid, the opposite. Treating customers like they’re right, even when they’re a bit off the mark, ensures the buzz about your biz is as sweet as honey.

  1. Return Customers are Like Comfort Food

Why do we keep going back for that mac and cheese from the corner diner? Because it’s reliably delicious and comforting, unlike the college dining halls that so many students complain about needing to be improved, right? That’s exactly how return customers behave. They come back because they feel taken care of. They know what to expect and love the consistency. Keeping customers feeling right at home means they’ll keep coming back—probably bringing friends and family, too.

  1. The Trophy Effect

Everyone likes to win, to feel validated. When you treat a customer like they’re right, you’re essentially handing them a trophy for choosing your company. It’s a small victory, but it feels good. And when people feel good, they stick around, and they spend. That trophy on their mental mantlepiece has your company’s name engraved on it, and that’s branding gold.

  1. It Teaches You Grace Under Fire

Let’s face it, some customers can be a handful (and that’s putting it mildly). But treating every customer as if they’re right—even when they’re turning the air blue over something small—builds character. It teaches you and your team how to maintain professionalism under pressure, improves problem-solving skills, and, let’s be honest, gives you some great anecdotes for parties.

  1. Because Sometimes, They Really Are Right

Every now and then, a customer’s complaint or suggestion could be the lightbulb moment your business needs. Maybe there’s a flaw in your product, a gap in your service, or an opportunity to innovate that you hadn’t considered. Listening to your customers, and validating their opinions, can provide valuable insights that drive your business forward.

So, while the customer might not actually always be right in the literal sense, treating them as if they are right is a strategic move that’s good for business. It keeps the peace, it builds loyalty, and it drives sales!