There are plenty of stories of outrageous customer demands and behavior in retail stores across the country. But are these customers always right? Is there a point where retailers can forfeit customer service for the good of their employees and other shoppers?
This is the question that we asked members of LinkedIn’s Retail Management Executive Group in an open online discussion. Multiple professionals responded, and we’ve curated some of the best answers from our conversation below.
Steve Dudley, Into the Blue Consulting
“I think that, quite simply, the customer is not always right…Calmness and a focus on the facts and not the emotions will often drive reason. There will always be a very small number of people who try and take advantage by thinking that by shouting and being belligerent, they will get their way. They shouldn't be allowed to. I also find that far too many organizations run their customer service policy and processes for the 2-3% of customers who look to take advantage of the system, rather than the 97-98% who are genuine - this can be very frustrating for all concerned.”
Adam Braley, Knight, Braley & Associates LLC
“I think that the question that we should ask ourselves is, ‘Does it matter if a customer is right or wrong?’"
"Once a request is made, there are only three responses we can give; yes, no, or offer another suggestion. It is up to us to determine which choice will produce the best possible outcome, regardless of if the customer is right or wrong.”
Robert Box, Mercuri International
“When the manager gives in, in the wrong situations or in the wrong way, then the sales staff can lose confidence in the behaviors they should follow and their manager. This can hurt the overall customer service delivery.”
Marcus Roggero, InfoPrice
“In my point of view, even though the customer may be wrong, there are plenty of ways to change their mind without saying it at all. All employees of a POS should know how to leave a discussion - as said by Dale Carnegie: 'You lose a discussion even if you win it, especially when the other side is a customer.'"
"Of course the manager shall take ground on his principles and defend the employees. However, arguing is the last choice every time. I think no customer should be forfeited.”
Esther Brown, Premiere People
“You will never damage the delivery of excellent customer service if you deal with the customer in the right way. That doesn't mean giving in, it’s finding the right way to explain why the customer is not getting what they want without actually telling them they are wrong.”
What do you think? Is the customer always right? Tweet us your opinion at @RetailDive.