{"id":1276,"date":"2025-02-03T11:00:00","date_gmt":"2025-02-03T12:00:00","guid":{"rendered":"https:\/\/web-stil.info\/?p=1276"},"modified":"2025-05-02T22:10:09","modified_gmt":"2025-05-02T22:10:09","slug":"is-the-customer-always-right-what-it-means-why-it-matters","status":"publish","type":"post","link":"https:\/\/web-stil.info\/index.php\/2025\/02\/03\/is-the-customer-always-right-what-it-means-why-it-matters\/","title":{"rendered":"Is The Customer Always Right? [What It Means + Why It Matters]"},"content":{"rendered":"<p>As a freelance content marketer, I\u2019ve faced my fair share of difficult clients. And if you\u2019ve worked in a customer-facing role, I\u2019m sure you\u2019ve experienced that internal \u201cugh!\u201d \u2014 the little annoying feeling you get when you know the customer <em>isn\u2019t<\/em> right.<\/p>\n<p><a class=\"cta_button\" href=\"https:\/\/www.hubspot.com\/cs\/ci\/?pg=9c545446-aacf-47a3-bfb3-1998f78b79c8&amp;pid=53&amp;ecid=&amp;hseid=&amp;hsic=\"><img loading=\"lazy\" class=\"hs-cta-img \" style=\"height: auto !important;width: auto !important;max-width: 100% !important;border-width: 0px;margin: 0 auto;margin-top: 20px;margin-bottom: 20px\" alt=\"\u2192 Download Now: The State of Customer Service [Free Report]\" height=\"58\" width=\"569\" src=\"https:\/\/no-cache.hubspot.com\/cta\/default\/53\/9c545446-aacf-47a3-bfb3-1998f78b79c8.png\" align=\"middle\" \/><\/a><\/p>\n<p>But that doesn\u2019t mean the phrase \u201cthe customer is always right\u201d doesn\u2019t hold any merit. In this piece, I\u2019ll discuss how this philosophy should (and shouldn\u2019t) factor into your <a href=\"https:\/\/blog.hubspot.com\/service\/customer-service\">customer service<\/a> strategy, along with inputs from customer-centric professionals.<\/p>\n<p><strong>Continue reading or jump ahead:<\/strong><\/p>\n<ul>\n<ul>\n<li><a href=\"#is-the-customer-always-right\">Is the customer always right?<\/a><\/li>\n<li><a href=\"#origin-of-the-customer-is-always-right\">Origin of \u2018The Customer Is Always Right\u2019<\/a><\/li>\n<li><a href=\"#5-reasons-why-the-customer-is-always-right\">5 Reasons Why the Customer Is Always Right<\/a><\/li>\n<li><a href=\"#what-to-do-when-the-customer-isnt-right\">What To Do When the Customer Isn\u2019t Right<\/a><\/li>\n<li><a href=\"#how-to-maintain-a-customer-first-mentality\">How to Maintain a Customer-First Mentality<\/a><\/li>\n<\/ul>\n<\/ul>\n<p><a><\/a> <\/p>\n<h3><strong>What does \u201cthe customer is always right\u201d mean?<\/strong><\/h3>\n<p>While \u2018always right\u2019 usually translates to \u201cnever wrong,\u201d this isn\u2019t necessarily the case when it comes to customer service.<\/p>\n<p>Customers aren\u2019t going to be right in every situation, but they are entitled to have support and service teams do everything in their power (within reason) to <a href=\"https:\/\/blog.hubspot.com\/service\/customer-needs\">satisfy their needs<\/a>.<\/p>\n<p>Here\u2019s an interesting video that offers more perspective on this age-old question.<\/p>\n<p><a><\/a> <\/p>\n<h3><strong>Who came up with \u2018the customer is always right\u2019?<\/strong><\/h3>\n<p>Marshall Field first introduced the concept when he founded Chicago&#8217;s first department store, Marshall Field\u2019s, in 1893.<\/p>\n<p>Overseas, Henry Gordon Selfridge followed suit when he opened the first department store in London.<\/p>\n<p>Almost 100 years later, C\u00e9sar Ritz introduced the motto to the hospitality industry when he founded The Ritz Carlton Hotels.<\/p>\n<p>His mantra was \u201cLe client n&#8217;a jamais tort,\u201d which means the customer is never wrong.<\/p>\n<p><img src=\"https:\/\/web-stil.info\/wp-content\/uploads\/2025\/02\/customer-is-always-right-origin-2-20250202-7428385.webp\" style=\"margin-left: auto;margin-right: auto;width: 650px;height: auto;max-width: 100%\" title=\"\" alt=\"the customer is always right origin, is the customer always right\" \/><\/p>\n<p>In all cases, these pioneers instructed their employees to give priority to customer satisfaction, no questions asked.<\/p>\n<p>Although it was a novel idea at the time, their strategy worked. Customers were not used to being treated with that level of care, and they flocked to both these businesses in response.<\/p>\n<p>Subscribing to the mindset that the customer is always right means that businesses shouldn&#8217;t spend time questioning the legitimacy of <a href=\"https:\/\/blog.hubspot.com\/service\/respond-to-customer-complaints\">customer complaints<\/a>.<\/p>\n<p>Instead, employees focus their energy on troubleshooting issues and <a href=\"https:\/\/blog.hubspot.com\/service\/customer-delight\">delighting customers<\/a> with solutions.<\/p>\n<p><a><\/a> <\/p>\n<p>In my opinion, when you think of \u201cthe customer is always right,\u201d don\u2019t think of it in the context of \u201ccustomers can do no wrong.\u201d<\/p>\n<p>Here are five reasons why this phrase should hold true.<\/p>\n<h3><strong>1. The customer always has the right to have their voice heard.<\/strong><\/h3>\n<p>Customers want to feel like you\u2019re actively listening to their pain points and concerns. That\u2019s why even the angriest of customers deserve to feel seen and heard by a business.<\/p>\n<p>You should always give your customer the platform to share their opinions \u2014 both the positive and the negative. <a href=\"https:\/\/blog.hubspot.com\/service\/surveys\">Customer feedback surveys<\/a> are a great way to make this happen.<\/p>\n<h3><strong>2. The customer always deserves to have their issues resolved.<\/strong><\/h3>\n<p>Your job is to provide a <a href=\"https:\/\/blog.hubspot.com\/service\/what-is-customer-experience\">seamless experience<\/a> for your customers. If there\u2019s too much friction throughout the <a href=\"https:\/\/blog.hubspot.com\/service\/customer-journey-map\">customer journey<\/a>, those customers are more likely to <a href=\"https:\/\/blog.hubspot.com\/service\/what-is-customer-churn\">churn<\/a>.<\/p>\n<p>You should always strive to resolve customer issues quickly and effectively. <a href=\"https:\/\/offers.hubspot.com\/customer-journey-map-template\">Customer journey mapping<\/a> can help you proactively mitigate these issues along the way.<\/p>\n<h3><strong>3. The customer always has the privilege to feel empowered.<\/strong><\/h3>\n<p>Empowered customers are happy customers. Happy customers are loyal customers. And <a href=\"https:\/\/blog.hubspot.com\/service\/customer-loyalty\">loyal customers<\/a> are most likely to stick around and promote your business to others.<\/p>\n<p>You should always create an environment where customers feel comfortable using your products on their own. <a href=\"https:\/\/blog.hubspot.com\/service\/knowledge-base-examples\">Knowledge bases<\/a> and <a href=\"https:\/\/blog.hubspot.com\/service\/faq-page\">FAQs<\/a> are two solid places to start.<\/p>\n<h3><strong>4. The customer always deserves to be treated with dignity and professionalism.<\/strong><\/h3>\n<p>Basic values go a long way. A quote by the American poet Maya Angelou comes to my mind, \u201cI&#8217;ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.\u201d<\/p>\n<p>Customer interactions are no different. It\u2019s important to maintain a professional demeanor throughout, even with tough customers.<\/p>\n<h3><strong>5. The customer has the right to expect consistent and timely support.<\/strong><\/h3>\n<p>Imagine you send a complaint via email to two businesses. One responds within an hour and solves your issue, while the other takes over four days to get back to you. Which one would leave you feeling satisfied?<\/p>\n<p>I know which one I\u2019d purchase from again.<\/p>\n<p><a href=\"https:\/\/offers.hubspot.com\/state-of-customer-service\">82% of customers<\/a> expect immediate problem resolution from customer service agents.<\/p>\n<p>Customer service software, such as HubSpot\u2019s <a href=\"https:\/\/www.hubspot.com\/products\/service\">Service Hub<\/a>, can help businesses by providing a platform to manage customer support and service interactions smoothly.<\/p>\n<p><a><\/a> <\/p>\n<h2><strong>What To Do When the Customer Isn\u2019t Right<\/strong><\/h2>\n<p>It\u2019s natural to have situations arise where the customer isn\u2019t right, yet they feel they are. So, how do you handle such scenarios?<\/p>\n<p>I spoke to four customer-centric leaders, and this is the advice they offered.<\/p>\n<h3>1. <strong>Understand the \u201cwhy\u201d behind the customer complaint or request.<\/strong><\/h3>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/ramsinghaney\/\">Sidharth Ramsinghaney<\/a>, Director of Corporate Strategy and Operations at <a href=\"https:\/\/www.twilio.com\/en-us\">Twilio<\/a>, highlights the importance of uncovering the deeper reasons behind a customer\u2019s request. He shares an example of working with a telecommunications client whose preferred solution initially seemed suboptimal. Instead of dismissing their stance, his team discovered that confidential business model changes and regulatory requirements drove the client\u2019s position.<\/p>\n<p>Ramsinghaney explains that by building trust and showing curiosity, they co-created a solution that addressed both immediate technical needs and future constraints.<\/p>\n<p>\u201cSuccess in these situations comes from reframing the conversation from \u2018right versus wrong\u2019 to \u2018good versus better,\u2019\u201d he says. \u201cWhen we truly understand the context behind a customer\u2019s perspective &#8211; whether it\u2018s internal pressures, resource constraints, or undisclosed strategic shifts \u2014 we often find they\u2019re not wrong, just operating within a different set of parameters.\u201d<\/p>\n<p>His advice? \u201cThe art lies in becoming a trusted thought partner who can navigate these nuanced constraints to find an optimal path forward.\u201d<\/p>\n<h3>2. <strong>Use the \u201cAcknowledge, Relate, Offer\u201d method.<\/strong><\/h3>\n<p><a href=\"http:\/\/www.linkedin.com\/in\/lbarksdale\">Lasandra Barksdale<\/a>, Founder &amp; Principal at <a href=\"http:\/\/www.kompasssolutionsllc.com\">Kompass Customer Solutions LLC<\/a>, says that, in customer-centric roles, \u201cthe golden rule to follow when the customer isn\u2018t right is to lead with clarity, not conflict.\u201d Customers often bring misinformation, unrealistic expectations, or demands that go against your company\u2019s values or policies. Instead of mirroring their frustration, you can guide them toward the right solutions.<\/p>\n<p>Barksdale shares an example: Imagine a hotel guest demanding a refund for rain ruining their vacation. Is it the hotel\u2019s fault? Absolutely not. But a thoughtful response can turn frustration into loyalty.<\/p>\n<p>\u201cI train customer-facing teams on my A.R.O. Method (Acknowledge, Relate, Offer), which is a modern twist on the classic \u201cfeel, felt, found\u201d approach,\u201d she says. Here&#8217;s how it might sound in action:<\/p>\n<ul>\n<li><strong>Acknowledge:<\/strong> \u201cI completely understand how disappointing it can be when weather affects your plans.\u201d<\/li>\n<li><strong>Relate:<\/strong> \u201cHonestly, I had a similar experience myself when visiting Panama City. Imagine being disappointed about rain in a rainforest when rain is practically guaranteed!\u201d<\/li>\n<li><strong>Offer:<\/strong> \u201cWhile we can\u2019t control the weather, we\u2019d love to make it right for you. How about a complimentary upgrade?\u201d<\/li>\n<\/ul>\n<p>\u201cOf course, even this approach may not satisfy every customer, but saying \u2018no\u2019 isn\u2019t the opposite of being customer-centric. Sometimes, the best service you can provide is guidance, not compliance,\u201d Barksdale adds. \u201cCustomers don\u2019t always want to win, but they do want to feel heard. By respectfully steering the interaction, you can turn moments of frustration into opportunities to strengthen the relationship.\u201d<\/p>\n<h3>3. <strong>Set better boundaries and prepare your team for these situations.<\/strong><\/h3>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/marklevy\/\">Mark Levy<\/a>, Publisher of the <a href=\"https:\/\/www.dcxnewsletter.com\">DCX Newsletter<\/a> that provides inspiration, education, and coaching for customer-obsessed leaders, says, \u201cI once had a customer demand we change a policy just for them. They weren\u2019t just asking \u2014 they were furious about it. My team was stressed, unsure how to respond without causing a scene.\u201d Sound familiar?<\/p>\n<p>Here\u2019s the deal: not every request is fair, and trying to please everyone is exhausting. It drains your team and sets a bad precedent.<\/p>\n<p>So what do you do? \u201cStart with empathy \u2014 acknowledge the issue and let the customer feel heard. But then set boundaries,\u201d Levy recommends. \u201cTeach your team to say something like, \u2018I get where you\u2019re coming from, and here\u2019s what we can do.\u2019\u201d<\/p>\n<p>Prep your team for these moments. Run role-plays during meetings \u2014 it\u2019s awkward but worth it. And create a cheat sheet for handling tough situations, so they\u2019re never caught off guard.<\/p>\n<p>\u201cBacking your team while handling tricky customers isn\u2019t easy, but it works,\u201d he adds. \u201cHappy employees handle tough calls better, and that benefits everyone. Trust me, your sanity will thank you.\u201d<\/p>\n<h3>4. <strong>Practice deep listening, then educate and focus on solutions.<\/strong><\/h3>\n<p><a href=\"https:\/\/www.linkedin.com\/in\/stijn-smet-%25F0%259F%2590%25B3-330435a9\">Stijn Smet<\/a>, head of customer success at <a href=\"https:\/\/usewhale.io\">Whale<\/a> and the Founder of the Customer Success Hotline, says, &#8220;Let\u2019s face it: the customer can be wrong. But how do we handle that? That\u2019s where the magic happens.\u201d<\/p>\n<p>\u201cStart by deeply listening,\u201d he recommends. \u201cOften, the \u2018wrong\u2019 stems from misaligned expectations or misunderstanding. Dig into their perspective and validate their concerns: \u2018I hear you, and I understand why this feels frustrating.\u2019 This shows respect and diffuses tension.\u201d<\/p>\n<p>Next, educate with confidence. Be clear and bold in explaining why their request isn\u2019t feasible or aligned. \u201cHere\u2019s how this approach benefits you in the long run.\u201d You\u2019re not shutting them down; you\u2019re empowering them with knowledge.<\/p>\n<p>Finally, shift the focus to solutions. Can you offer an alternative? A workaround? By reframing the conversation toward value, you keep the trust intact \u2014 even when saying \u201cno.\u201d<\/p>\n<p>\u201cHandling tough moments with bold empathy and a focus on partnership transforms challenges into growth opportunities \u2014 for the customer and for you,\u201d Smet says.<\/p>\n<p><a><\/a> <\/p>\n<h2><strong>How to Maintain a Customer-First Mentality<\/strong><\/h2>\n<p>The \u201ccustomer is always right\u201d way of thinking is all about the customer-first mentality.<\/p>\n<p>I\u2019ve noted down a few ways you can lead with this mindset at your business.<\/p>\n<p><img src=\"https:\/\/web-stil.info\/wp-content\/uploads\/2025\/02\/customer-is-always-right-origin-3-20250202-3803333.webp\" style=\"margin-left: auto;margin-right: auto;width: 650px;height: auto;max-width: 100%\" title=\"\" alt=\"ways to maintain a customer-first mentality, is the customer always right\" \/><\/p>\n<h3><strong>Set customers up for success.<\/strong><\/h3>\n<p>I believe strongly that customer interactions shouldn\u2019t revolve around who is right and who is wrong.<\/p>\n<p>Instead, reps should center the conversation around guiding customers down the best path to success and showing them allyship.<\/p>\n<p>In practice, this looks like:<\/p>\n<ul>\n<li>Sympathizing with customer pain points.<\/li>\n<li>Redirecting the conversation toward more achievable solutions.<\/li>\n<li>Acknowledging the customer&#8217;s frustrations.<\/li>\n<li>Reaffirming that you&#8217;re on their team.<\/li>\n<li>Offering up something you can solve.<\/li>\n<\/ul>\n<p><strong>For example:<\/strong> \u201cI understand that you&#8217;re not seeing the results you want here \u2014 I know that can be really frustrating. However, I really think we should consider X as an alternative solution.\u201d<\/p>\n<h3><strong>Realign customer expectations.<\/strong><\/h3>\n<p>Customers can sometimes have unrealistic expectations about how a product works.<\/p>\n<p>These misunderstandings can lead them to become frustrated because they feel like your product isn\u2019t meeting their needs.<\/p>\n<p>I feel that it\u2019s important to make sure the customer has full knowledge about how a product is intended to operate and how they can make it work for them.<\/p>\n<p>In practice, this looks like:<\/p>\n<ul>\n<li>Zooming out on the goal to ensure everyone&#8217;s working together.<\/li>\n<li>Helping customers understand what they need to change to ensure their expectations are met.<\/li>\n<\/ul>\n<p><strong>For example:<\/strong> \u201cIt looks like you\u2019re having trouble with our analytics tool. Can you clarify what you\u2019re hoping to gain? Then we can figure out where the disconnect may be.\u201d<\/p>\n<h3><strong>Build a customer-centric culture.<\/strong><\/h3>\n<p>Even if a customer is technically not correct, maintaining a customer-centric culture is crucial.<\/p>\n<p>There are going to be times when the customer isn\u2019t right, but it\u2019s still important to understand where they are coming from.<\/p>\n<p>In practice, this looks like:<\/p>\n<ul>\n<li>Aligning with them during customer calls.<\/li>\n<li>Provide insight and concrete action items you can take together.<\/li>\n<li>Putting their needs first regardless of right or wrong.<\/li>\n<\/ul>\n<p><strong>For example:<\/strong> \u201cI understand you\u2019re frustrated about this issue, and it\u2019s not your fault. It\u2019s us against the issue \u2014 let\u2019s start with X so we can tackle this together.\u201d<\/p>\n<h3><strong>Be as straightforward as possible.<\/strong><\/h3>\n<p>Dissatisfaction can sometimes stem from confusion.<\/p>\n<p>A customer may not understand how to use a product, and their confusion can lead them to believe that it\u2019s malfunctioning.<\/p>\n<p>Situations like this require extreme clarity.<\/p>\n<p>In practice, this looks like:<\/p>\n<ul>\n<li>Confirming whether or not the customer understands what\u2019s going wrong.<\/li>\n<li>Taking the time to provide in-depth insights for the customer.<\/li>\n<li>Sharing helpful information and resources for further education.<\/li>\n<\/ul>\n<p><strong>For example: <\/strong>\u201cI found this topic confusing at first, too, but this article was really helpful for me. If that doesn\u2019t help, I have a couple of other resources we can try.\u201d<\/p>\n<h3><strong>Understand that customer experiences can vary.<\/strong><\/h3>\n<p>Customers have a right to voice their thoughts, ideas, and opinions about whatever is frustrating them.<\/p>\n<p>And in most cases, the customer has one idea based on their individual experience that is very real to them. It\u2019s important to acknowledge that.<\/p>\n<p>In practice, this looks like:<\/p>\n<ul>\n<li>Recognizing that each customer experience is real and valid.<\/li>\n<li>Actively listening to the specific issue or situation at hand.<\/li>\n<li>Not directly comparing one customer\u2019s journey to another.<\/li>\n<\/ul>\n<p><strong>For example: <\/strong>\u201cI see where you\u2019re coming from, and you\u2019re making some really good points. It sounds like X might make the most sense for you moving forward.\u201d<\/p>\n<p><a><\/a> <\/p>\n<h2><strong>The Bottom Line<\/strong><\/h2>\n<p>I\u2019ve learned that there likely will always be a never-ending debate over the \u2018customer is always right\u2019 strategy. But, in my opinion, it&#8217;s a balance between taking time to understand customers\u2019 issues and providing them with solutions that will bring the most success.<\/p>\n<p>What was true for early retail pioneers is still true now: customer retention revolves around solving customer issues, even if they aren&#8217;t <em>always<\/em> right.<\/p>\n<p><em>Editor&#8217;s note: This article was originally published in October 2020 and has since been updated for comprehensiveness.<\/em><\/p>\n<p><img loading=\"lazy\" src=\"https:\/\/track.hubspot.com\/__ptq.gif?a=53&amp;k=14&amp;r=https%3A%2F%2Fblog.hubspot.com%2Fservice%2Fare-customers-always-right&amp;bu=https%253A%252F%252Fblog.hubspot.com%252Fservice&amp;bvt=rss\" alt=\"\" width=\"1\" height=\"1\" style=\"min-height:1px!important;width:1px!important;border-width:0!important;margin-top:0!important;margin-bottom:0!important;margin-right:0!important;margin-left:0!important;padding-top:0!important;padding-bottom:0!important;padding-right:0!important;padding-left:0!important\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p class=\"text-justify mb-2\" >As a freelance content marketer, I\u2019ve faced my fair share of difficult clients. And if you\u2019ve worked in a customer-facing role, I\u2019m sure you\u2019ve experienced that internal \u201cugh!\u201d \u2014 the little annoying feeling you get when you know the customer isn\u2019t right. But that doesn\u2019t [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1287,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[6],"tags":[],"_links":{"self":[{"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/posts\/1276"}],"collection":[{"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/comments?post=1276"}],"version-history":[{"count":2,"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/posts\/1276\/revisions"}],"predecessor-version":[{"id":1312,"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/posts\/1276\/revisions\/1312"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/media\/1287"}],"wp:attachment":[{"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/media?parent=1276"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/categories?post=1276"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/web-stil.info\/index.php\/wp-json\/wp\/v2\/tags?post=1276"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}