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Is a customer always right?

We've all heard the age old cliche "the customer is always right".

It is often the main focus that drives everything we do simply because the customer is the single most important person in your business and without them, there would be no business.

They are entitled to behave in whatever way they like and, if they don’t like it, they can always choose to go somewhere else. The customer however may not always be right.

Factually and logically we have to say that no, the customer is not always right. But what does that mean?

They are still our customer, and as such, they deserve to be treated fairly and well. We need to avoid the temptation to make them wrong, even when they are. A customer also has rights which we have to honour.

It may help to review your customers into four distinct categories:

- Raving Fans - they sell for you and are your biggest advocate -> delight them.

- Good Customers - they will make up the majority of your clients -> treat them well.

- Poor Customers - they are in the mix of good customers, they may pay late & often complain -> train them to be Good Customers.

- Bad Customers - they are the biggest pain in your business, nothing you do is right -> help them to move on.

▶️ Would this approach help to ensure a customer is always right?

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