I was surprised at a thread on LinkedIn recently in which almost every single one of the posts staunchly defended the well-known idea that “the customer is always right” (& “the customer is king”). These sound like they just must be true, but we can get tunnel vision here that’s actually harmful to conducting a good business.
First of all, let’s take a hard look at customers as a whole. We’d agree that some are often wrong (in the facts, their viewpoint, their lack of honesty, etc.). Sometimes the customer just isn’t right. Sometimes they’re idiots – dishonest – deadbeats – argumentative. Sometimes they’re just plain SOB’s and we know it! There’s no reason to deny this and play some word game here.
Secondly, this group (customers) must always come 2nd – after the employees of my company. It is the EMPLOYEES, my co-workers, who find, create, nurture, serve and retain our customers. Some of the world’s best companies have figured this out. That’s why their employee turnover is almost non-existent, why everybody wants to work for them, and a huge part of why these companies are so successful. Great employees attract the best customers!
I bet there are few people on this planet who believe more strongly in fantastic customer service than me, but I also believe that every once in a while we need to say to a few of our customers “it’s been swell, but it’s time for us to part and I wish you the best. We just don’t seem to be a good fit anymore.” Everyone at your company will be happier, more productive, and better off financially in the long run. There are a lot of prospects still out there who are professional, honest, financially sound, and a joy to deal with. These are the kind of customers I want to go after.
