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-   -   Top 5 reasons why “The customer is Always Right” is wrong (https://chiefsplanet.com/BB/showthread.php?t=181867)

Lzen 03-21-2008 10:59 AM
Quote:
Originally Posted by rockymtnchief (Post 4642616)
This reminds me of a gal that threw a fuss and was yelling in a cafe because her chicken fried steak wasn't made out of chicken. The waitress, manager, cook, and about 3 customers explained to her that it's a chicken fried STEAK. She argued that chicken fried steak is ALWAYS made of chicken. She wanted a free meal for the whole table of 4, threatened to sue, and threatened to buy the place and fire everyone.
To everyones delight, the waitress took her plate away and the manager kicked her out.
That would be chicken fried chicken. From the sound of it, Darwin's theory will probably take her out long before she is ever able to buy the place and fire everyone. ;)

Welcome to CP, btw.

Lzen 03-21-2008 11:06 AM
That is a good article. I can tell you some stories from my days as a convenience store clerk and eventually manager. I had patience up to a certain point. If I found a customer to be too much to deal with, I kicked them out.

My boss is one of those aholes sometimes when we go out to lunch. I try to avoid going out to lunch with him if possible.

Skip Towne 03-21-2008 11:16 AM
I call it my "2% rule". I don't want the business of 2% of the customers I deal with. That 2% will cause 25% of your troubles. Let him go disrupt your competitor while you take care of the good ones.

alnorth 03-21-2008 11:21 AM
Quote:
Originally Posted by frazod (Post 4641292)
Unfortunately, this doesn't work with the legal industry (at least the high level stuff my firm handles). If we tell some rude prick to go pound sand, we can lose hundreds of thousands in legal fees; perhaps millions in lost future business. Especially if the rude prick represents the financing segment of a transaction, you've just got to suck it up and deal with his shit.

Golden Rule: he with the gold makes the rules.
It really depends on the kind of business you have.

If your in a business where you have like 10 clients, little opportunity to easily replace one, and they make up all your revenue, then the customer is always right.

For the vast majority of other businesses where you have hundreds, thousands, or millions of customers, then employees are more valuable than any 1 assh*le customer.

vailpass 03-21-2008 11:22 AM
Quote:
Originally Posted by keg in kc (Post 4641107)
If she was 'constantly disappointed' then why did she 'frequently fly'?

reerun.
If you fly corporate you get on whatever plane your corp travel services puts you on. If she flew the same route repeatedly and Southwest was the cheapest carrier for that route she would have been forced to fly in those cattle cars due to her job.

Calcountry 03-21-2008 12:09 PM
Quote:
Originally Posted by Bwana (Post 4641169)
Good read and exactly how I conduct business. The majority of the time, you can work with customers and work problems out, but in a few cases, you get some dickweek that is not only unreasonable, but wastes a lot of compay time. In those few instances, it's best just to cut your ties and tell that person so go rub some salt on their ass and hit the road.
Just beware the temptation of firing too many customers, before long, that is the only business you will be doing. In fact, if you get good enough at it, you might even have to start a seminar where you explain how to fire customers in order to help you with your bills.

Before you fire one, just sniff your own armpits once and see if there was any guilt on your part, anything reasonable you could have done to avoid their assholery, and after that, just let em go.

el borracho 03-21-2008 03:40 PM
Quote:
Originally Posted by cfl (Post 4641103)
That was excellent. I have applied many of those concepts to my business. I will make a better effort to insure my employees that they are first and customer second.
Thanks for posting that.
Was it really necessary to quote the entire lengthy article to make your response?

el borracho 03-21-2008 03:44 PM
Quote:
Originally Posted by keg in kc (Post 4641107)
If she was 'constantly disappointed' then why did she 'frequently fly'?

reerun.
Because under the "customer is always right" system her incessant bitching would have been rewarded with ass-kissing and free stuff. People in this country feel so entitled, as if they are so important they can have everthing their way at all times. Anyone who has ever worked in a restaurant can tell you- people turn into little lawyers at the slightest opportunity, lobbying for free crap.

Rain Man 03-21-2008 04:23 PM
Quote:
Originally Posted by alnorth (Post 4642742)
It really depends on the kind of business you have.

If your in a business where you have like 10 clients, little opportunity to easily replace one, and they make up all your revenue, then the customer is always right.

For the vast majority of other businesses where you have hundreds, thousands, or millions of customers, then employees are more valuable than any 1 assh*le customer.
Yeah, my business has about 50 to 80 clients a year, and there's strong word of mouth. I would never openly "fire" a client unless it was a drastic case. We'll just suck it up and get them out the door. However, I have a couple for whom I would be "too busy" to write a proposal if they ever come back.

trndobrd 03-21-2008 05:43 PM
Great article. Someone really needs to forward it to Carl Peterson.


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