I have seen a customer push a banker just because he could not get his transactions done on time. I have seen parents slap teachers. The truth is, the customer is always right mentality has been taken too far.
It means different things to different people. Some customers are what you call toxic customers. They are bad for business, reputation and staff morale. They also create a terrible environment for other customers.
‘Customer is always right’ can be taken too far at times, often to ridiculous extents. Abusive customers can just demand anything, yet claim to be right.
Most often, they get away with it. Nevertheless, treating customers like they are always right, can be self-destructive for your business.
In fact, it is risky to give customers the liberty to think that they cannot be wrong. It gives power to offensive customers and allows the impolite ones to dictate the rules.
You are unconsciously training them that if they shout and scream, they will get what they want.
At the end, we see that it is a waste of time and energy trying to satisfy a customer who does not intend to be happy. It would be irrational of you to continue pouring your resources into one customer, at the expense of others.
To stay in business for a long time, entrepreneurs need to avoid unreasonably disgruntled customers. Getting rid of a bad customer may cost you a little profit but it is healthier in the long-term goals of the business.
I believe it is better to let go of a persistently complaining and abusive customer who only ends up creating stress for you. It is sometimes sensible to lose a customer for protecting your inner peace, the company’s image and your employees’ sanity.
© Kingsley Ndimele
Your Reliable Consultant