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Why "The Customer Is Always Right" Is a Controversial Quote


"The customer is always right" is a common quote, but it is controversial to many people. Choose your words wisely to avoid losing parts of your audience. Are you Communicating with FINESSE?
"The customer is always right" is a common quote, but it is controversial to many people. Choose your words wisely to avoid losing parts of your audience.

"The customer is always right" is a popular quote attributed to Harry Gordon Selfridge, who founded the iconic London department store Selfridges. This statement implies that the customer's needs, preferences, and satisfaction should be the top priority for businesses.


People who agree with this statement argue that customer satisfaction is crucial for the success of any business. Putting the customer first helps build a loyal customer base, encourages repeat business, and ultimately leads to higher profits. People who advocate “the customer is always right” emphasize the importance of providing excellent customer service and catering to customer demands.


However, some people find this statement controversial. They believe that blindly adhering to the idea that the customer is always right can be a problem. People who do not advocate “the customer is always right” say that following the quote may lead to unreasonable customer expectations, exploits employees, and hurt workplace morale.


Those who disagree with the quote highlight situations where customers may be abusive, dishonest, or demand unrealistic requests. They argue that businesses should balance customer satisfaction with the well-being of their employees and the feasibility of their operations.


When Communicating with FINESSE, remember that quotes and cliches have different meanings to different people. It is difficult to change people's points of view. Instead, choose your words carefully.


 

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