(Shared by Ryan Mapes, Manager, Endeavor Center and Program Leader, Business Development Network, OSU South Centers)
The phrase “The customer is always right” was originally coined in 1909 by Harry Gordon Selfridge, the founder of Selfridge’s department store in London, and is typically used by businesses to convince customers that they will get good service at this company and convince employees to give customers good service.
However, I think businesses should abandon this phrase once and for all — ironically, because it leads to worse customer service.
Here are the top five reasons why “The Customer Is Always Right” is wrong.
1: It Makes Employees Unhappy