In my role as a manager of an outlet store, I have come to realize that the commonly accepted belief that “the customer is always right” is frequently debunked. Ensuring customer satisfaction is my utmost priority, and as part of this responsibility, I encounter different types of customers – some bring joy, while others may cause frustration, and some are indifferent. It is crucial for customers to comprehend that our objective is to provide them with the best possible assistance. I suspect that certain customers take advantage of the notion that “the customer is always right” because they know our company prioritizes retaining their patronage.
Although customers may acknowledge their mistake, they will still try to take advantage of the situation since they typically think they are correct. Their typical reaction is to insist on seeing the manager. At this point, I intervene and courteously clarify the company’s policy, emphasizing that no additional assistance is available. It is crucial to understand that being the manager does not necessarily ensure a more economical or superior resolution. Even in my previous roles, customers would persistently ask for the manager’s involvement despite being informed about the policy.
This section poses a particular challenge for me as the manager tends to side with the customer and lectures me on the principle of “customer is always right,” implying that I am at fault. Nonetheless, dealing with difficult customers does not necessarily result in a decline in business; in fact, failing to support employees could have an adverse impact on the store. I strongly believe that employees and management should work together as a team and maintain a positive attitude, even when handling challenging customers.
In every store, there are unpleasant customers that are detested but cannot be eliminated. This is because when their complaints reach higher authorities, the customers are considered right, which is a flawed approach. Stores should instead value their employees and advise dissatisfied customers to seek an alternative store if they dislike our business. I have encountered customers who complained loudly and adamantly believed they were justified, yet eventually, they departed only to continue patronizing our store due to favorable prices and merchandise.
