Customer is always right, True?


The phrase "the customer is always right" is a common business mantra that suggests that businesses should prioritize customer satisfaction and prioritize meeting their needs and demands. However, it is important to note that this statement is not an absolute truth and should be understood in context. Here are a few points to consider:

  • 1. Subjectivity: Customers may have different opinions, preferences, and perspectives. While it's essential to listen to and understand customers' feedback and concerns, it doesn't mean that their individual preferences or subjective opinions are always objectively correct.

  • 2. Unreasonable Expectations: Customers may sometimes have expectations that are unrealistic or unreasonable. Businesses need to manage customer expectations and set realistic boundaries to ensure a fair and sustainable relationship.

  • 3. Ethical Considerations: The principle of "the customer is always right" should not be used to justify unethical or immoral behavior. Businesses must uphold ethical standards, and if a customer's request goes against these principles, it may be necessary to respectfully decline or find an alternative solution.

  • 4. Balance and Fairness: Businesses need to strike a balance between customer satisfaction and their ability to provide quality products or services. Sometimes, it may be necessary to make difficult decisions that prioritize long-term success or the well-being of the business as a whole, even if it means not fulfilling every customer request.

In practice, successful businesses aim to provide excellent customer service, address customer concerns, and build positive relationships. While customer satisfaction is important, it's also crucial to consider other factors such as ethics, fairness, and the long-term viability of the business.

What do we go through?



“Sometimes we procurement managers are unrealistic. Think of our Hotel which is very busy with almost 5 days in a week fully booked. We stay for 2-3 months without fumigating, you can imagine how many pests are in our compound and we expect the designated service provider to come and clean the mess in one night which we know it's impossible but because I'm right as client will demand high expectation” Micheal- Procurement Manager




“My house was infested by bedbugs and I had to contact a service provider to fumigate. I preferred the job to be done in the afternoon, while am away with my small baby, but they recommended morning hours before 11 a.m. They wanted the pesticide to work effectively and also have enough time to clean the house afterward. I insisted in the afternoon and since the “customer is always right” they obliged. They finished quite late, and the house had to be cleaned in a rush. In the evening my baby started sneezing and we had to leave and spent the night at my sister's place. The inconvenience!” Susan, a resident of Donholm. Suzy- Single Mommy


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