Is The Customer Always Right?

No.  But you want them to feel that way.

Some people that are part of great organizations sometimes act like the customer is on one side of the wall and the employees are on the other.

• "Us against them"
• "They're not paying attention to the rules"
• "Watch out or they'll take advantage of us"

As a good friend and former colleague said so plainly one day, "Customers Make Payday Possible."  Organizations exist to find, create, and keep customers with products and services that meet or exceed their needs. 

Why do we lose sight of that at times? Do we really understand what our customers need?  What they want? If they find it easy and beneficial to do business with us, or is a competitor looking more attractive? I have discovered that by far the best way to learn how your customers perceive your company is to visit them, see them in action, and look back at your own business through your customer's eyes.

Short of that, caring for a customer is not a "nice to do" its a "must do."  There are the same number of reasons to do so as there are competitors from which your customer has to choose.  

Be simplistically easy to do business with.  Anticipate needs. Strive to "delight" and surprise your customers.  Say please and thank you.  

This is not to say you break down procedures and give the store away.  You've got to be profitable and run a good organization.

The customer is not always right.  But you want them to feel that way.