1. The sheets are too white
2. The sea is too blue
3. The ice cream is too cold
4. The bath is too big
5. My girlfriend's snoring kept me awake
6. My dog didn't enjoy his stay
7. I don’t have an ocean view (in Mayfair, London)
8. There’s no steak on the (vegetarian) menu
9. The waiter is too handsome
These are just some of the odd complaints received by hotel staff, according to website sbs.com, which should prove all on their own that ‘the customer is always right’ isn’t, in fact, right.
This phrase was dreamt up by none other than Harry Selfridge, the founder of Selfridge’s department store. Ironically, though, businesses using this mantra to promote their customer service values often end up giving worse service.
This is because it makes employees unhappy, as they will feel like you don’t value them. If you won’t take their side against an unreasonable customer, then they will resent you for it.
It also gives unreasonable customers an unfair advantage, and means they can demand just about anything, because they’re right, aren’t they? This makes your employees’ jobs so much harder to do.
If you are putting your staff second, behind your customers, it will result in worse customer service. Instead, try putting your staff first, and watch them, in turn, put your customers first. Employees who are valued will be happier at work and, as a result, will give better customer service.
Remember that some customers are just wrong, and you would be better off without them. Putting them first, over and above your employees, will in the long run result in disenchanted staff – and worse customer service.
Many business owners think that the more customers they have, the better, but the fact is that some customers are just bad for business. Try firing your worst customer – the one who takes up all your time and probably pays you the least money – you’ll feel great, and your staff will love you for it!
