“The customer is always right.”
This is the biggest lie in the business world.
It’s also the biggest reason why most employees do not like customers.
These are the game rules:
A disgruntled customer complains to a manager. The customer was, in fact, wrong. The manager turns around and berates the employee for not appeasing the customer. The employee then quietly loathes all customers.
If the customer is always right, then the employees are always wrong….
And that can’t be right either.
So where’s the truth?
As usual, it’s somewhere in the middle, hiding in plain sight.
A few weeks ago, I talked about how everyone is in the people business.
It’s in this universal truth that we find the answer to the question.
Sometimes the customer is right, sometimes the employee is right, and sometimes they’re both wrong.
Each circumstance is unique.
That’s why it’s wrong to wrap the core of a business model around a faulty truth.
Good managers understand this point. If given the freedom to lead with discernment, these managers create happy environments for both customers and employees.
Unfortunately, a lot of good managers are trapped by red tape. There’s nothing they can do without getting themselves into trouble.
And so “the customer is always right” comes back like a bad dream….
Not everything can be about the bottom line. Statistics–pie charts, sales goals, projected profits–can only measure so much.
The entrepreneurial spirit is spreading like wildfire for a reason.
I’m so excited that our society is breaking out of the Big Box and returning to cottage industries.
Cottage industries focus on people, on a bigger picture where dollar signs aren’t everything.
I don’t mean to sound like a broken record, but relationships matter. Even in business.
You’ll only get so far using people as rungs because the corporate ladder is falling down.
But you don’t have to go down with it.