As a homework in marketing class, we would have to make a reaction paper on the question, “Is the customer always right?”. I would like to share my insights and reaction to this.
So here it is:
The use of the statement, “The customer is always right”, is a marketing strategy used by several companies to make their customers feel special and to provide them with better customer service.
At first glance, I can see why they used it. The marketing thrust today is for businesses to focus their attention to their customers’ wants and needs. Since companies want to bring more customers as much as possible, it’s up to them to provide products or services that the customer wants.
However, there’s a loophole in the statement. There are times that the customers demanded for more than what the company provides and will really rant and complain if the company will not provide it. Even though the company clearly define their products and service to their customers, people still do not understand and remain unreasonable. Lastly, there are people that are just plain wrong and claim that they are always right even though this is not true every time. In other words, some customers abused “the customer is always right”.
In my opinion, the customer is not always right given these circumstances. Some of them just keep on complaining on a company’s “poor service” and will remain to be unreasonable. These types of customers can be counterproductive to the company if they keep on dwelling them. In an article from huffingtonpost.com, the author states that, “some customers are just plain wrong, that businesses are better off without them, and that managers siding with unreasonable customers over employees is a very bad idea, that results in worse customer service”.
That’s my reaction to it. What are your reactions to this? Let me know in the comments!
See you later!
