Living in the restaurant world for so long, I continually heard the phrase “The customer is always right.” From managers, “coaching gurus”, and even the customers themselves, that phrase as percolated throughout our society. Most people put it up there with their Constitutional rights.
But the truth is…. they’re not.
Customers are humans just like you and me. That means they get it right sometimes and wrong sometimes. A better customer “line” or whatever you want to call it is this:
The customer isn’t always right but they are always the customer. And right or wrong, you want them to stick around.
That means working with them. If they mention seeing a discount for your product, go ahead and give it to them. It doesn’t matter if it’s been expired for two months. If they say they remember your app doing something it’s never done, they’re wrong but be nice about telling them that.
You want your customers to stick around at the end of the day. So remember that whenever you jump on the “the customer is/isn’t always right” bandwagon. There’s a middle ground in there that you want to be in.