Customers are not always right

Customers are not always right
If you have ever worked for any large company then you will know that you are always told that the "customer is always right". But I think this idea should be scrapped because what it is doing is giving more power and freedom to consumers whilst businesses especially much smaller ones are being affected quite badly. If businesses just accept everything that the customer says and tries to return, then other businesses are affected because they will try the same in other stores. Small businesses are also affected as they cannot afford to just accept all returns. What do you guys think?



The customer is not always right.

I have worked in retail a few times and the amount of times a sales person has been tricked by a customer has been quite ridiculous and a lot of the time it's because so many people seem to think that the customer is always right and never wrong. This often results in businesses losing money. In terms of complaints some of the time the customer is right however, sometimes the customer just finds an excuse to complain regardless of whether they have a problem or not. I am not saying the customer is never right, just sometimes they are not.
Posted by Shortie on 07-04-2017

Yes. Customers are not always right

Hello Have a wonderful day.

Thanks for this beautiful debate. You said true- customers are not always right. Customers temperature are not same on every time. Some times they say against the worker professional career. Some times they make comment against the company policy- but the customer does not have any company.

Thanks Centurion

Posted by centurion on 07-03-2017

The customer isn't always right

However, you always have to treat the customer with respect and be polite. If they are wrong, point out what you can do and what you can't do.

The problem is today people think they have more rights than they are entitled to. It's also a legal issue as many store policies are at their discretion only and so they are not legally bound.

Posted by Alexa on 07-02-2017

Customers look for loopholes

Many a time the gullible seller is taken for a ride by over smart customers and exploit them. They look for loopholes in whatever contract they may have signed and take advantage of that slip and load the seller with heavy losses. The unsaid word in a contract could be taken to mean anything and as we all know it is the customer who is always the king
Posted by iamawriter on 07-04-2017
Jonathan Solomon


Don't get me wrong, 95% of the time, the customer is always right. I agree with everyone's view on this. As a business store front, you rely on the sales of customers walking into your establishment. However, customers aren't always right on their demands. Which is why proper customer management should be in place. A managerial staff that comprehends the customer's complaint and attempt to rectify it to the best of their abilities is proper customer service.

I will say, that some customers cannot be satisfied and are never ending problems for certain establishments. This is why businesses have "Right of admission reserved" signs in their storefronts. They have the "right" to pick and choose who they do and don't serve.

Posted by Jonathan Solomon on 07-02-2017


The thing is no one is ever always right. With the customers being human there is always room for greed and error. I saw this video the last week that was just terrible to watch. There was this American guy in an airport in Europe and he assumed that the person at the desk was supposed to print out his ticket but that just wasn't the way it works there. So he goes on saying how he is a paying customer and should not have to do that while the lady at the desk and everyone else around him including other customers assure him that is how it should be done. So he goes asking for her supervisor and calling her all sorts of names until the woman is broken down in tears just due to the sheer stubbornness and pettiness of the customer that thinks he was right because he was paying money. The customer isn't always right they are right sometimes.
Posted by AlexHarris on 07-03-2017

Do not take advantage of it

I worked in contact with public, so I know how difficult is to deal with.. well, difficult customers. In many cases, the customer is indeed right and it's our job to make sure they will have a satisfying experience. But if they start taking advantage of it, start acting like jerk or start goign against the rule.. then there is no way they are right. Security it's here for a reason, and customers that act like thiss will be taken care of.
Posted by Xilkozuf on 07-23-2017

Yes, customers are not always right!

I agree with this. Moreover, as a professional or service provider, I think we might understand the industry better, hence sometimes it's actually our job to offer ideas or solutions to the customers, instead of just listening to the customers. The customers might not even know what they want, and they need our advice too. I have never been told in the company to follow this rule "Customers are always right", and we are told to give them advice.
Posted by kaka135 on 07-05-2017

Customers are not always right

I already had a small electronics sales company and I have experience on this subject. I have had several cases where the customer was totally wrong and I have particularly maintained my posture. I do not think the customer is always right. I believe that this motto is also very harmful for any trader, because it creates an atmosphere always favorable to the customer and this is not always good.
Posted by hermessantos on 07-03-2017

Customer can cheat

Customers are not always right. If they are right, they can cheat all the way to make big companies to lose profits.

I had worked in a computer shop before. There are customers who claimed they are right by returning goods that are not broken or faulty and claimed they are not functioning. When I had tested on the spot that the item is running well, customers would always insisted that it is not working in their home a if ghost had entered .

Anyway, no matter how many times I had exchanged the goods for a new type, customers insisted for a refund when the goods is functioning well.

How can customer be right then?

Posted by peachpurple on 07-03-2017

Yes and no.

I agree with the statement "the customer is always right" in the sense that the customer always knows what they want and as someone providing a service you sometimes have to go out of your way to meet a customer's special needs. However, I also agree with the fact that "the customer is always right" doesn't mean that "the customer has every right." Being a customer doesn't give you the right to abuse employees, demand that unrealistic expectations are fulfilled, or be a generally rude human being. At that point you have revoked your right to be right, and can march on out of the store before I call the police.
Posted by Denis_P on 07-03-2017


Highly agree with you, Customers are not always right. We are humans we create mistakes, we should not only blame on the workers..because the customers might be wrong.
Posted by Moaz on 07-21-2017

People Can and Will Take Advantage

I have worked in customer service for nearly a decade and I have seen customers attempt to get their way by using "the customer is always right" even at the expense of the small business owner. When I worked at a large pizza chain we would frequently have regular customers call in every time they ordered a pizza and complain to the manager that the dough was undercooked (it wasn't). The manager was obligated to give them full credit for the pizza, so that the next time they ordered it was free. I had one customer at a small convenience store get aggressive with me when the price of his beer went up by $1, per the distributor's specifications. It not only puts the employee at risk, but it often takes from the revenues of the business as well.
Posted by Premium9 on 07-05-2017
Precisely this. You give people a break and they see it as an opportunity to explore you. I think that people should use this rule as an assumed but not confirmed a thing. If you state that the customer is always right it will try to take advantage of you.


I've always found that giving this kind of power to customers is very dangerous because it gives them the power to decide everything in the way that suits them.

Unfortunately, the world is not just made up of honest people and that's where the danger lives because bad people always take advantage of every kind of situation.

Posted by wiseagent on 09-11-2017


This false and it is not accepted in Tourist School. I've learned that this not right and it shouldn't be, but if they think that they will give you better reviews.
Posted by MatejaBogunovic on 08-24-2017

Not at all times

I really hate this saying . This shouldn't be applied at all .Should be based on the actual situation . Customers shouldn't go around saying i was right not considering the worker those are humans not robots whose too perfect to make mistakes. A company might have made sure that it's workers are working right or else they're fired . So if we see a worker in the company that means he had passed the qualifications to work they should't be putted down as it takes effort to enter a work. I want this to be abolished .
Posted by PLScloni on 09-10-2017

Customers are not always right

Eventhough they ate the blood of a business, there are times where they should know their place as they are not always right. I worked in a food industry before and I could say that they ars a lot of customer who are taking advantage the idea of they are always right. Eventhough they don't know that they were wrong. Yet, as a crew, we should still treat them as guest and give them what they want. But I hope that customers should learn to respect service crews as they have been respected as well.
Posted by ajahcuizon on 11-16-2018

Of course they are not

There are a lot of things that customers do not know. Of course they are humans too. Sometimes, proper etiquette on public places as well as proper manners when talking to a fellow human being are one of those that they tend to forget. But rude customers aside. There are a lot of technical things on products that customers do not know. After all, they talk from a certain experience that may not even your own product, just a similar one. They could be buying out of advise or a review. All in all, customers should always act as a fellow man to businessman, and businessmen should always strive for customer satisfaction.
Posted by emiaj55 on 11-29-2018



"The customer is always right".

I sustain this quote " the customer is always right," because this is the only way to make a client listen to you. It is true that they aren't always right, and sometimes you wish to throw your clients out the door and never speak to them, but an unsatisfied customer will bring a bad publicity and harm your business. You know what I mean now?
Posted by wallet on 07-02-2017

No, customers ARE always right

As long as the customer is being reasonable about his complaint, then yes, he needs to be tackled with care, patience and politeness. I believe that if a business hopes to do well, then it needs to stick to the notion that the customer is king, and the customer is always right. Remember that ultimately no business can survive without customers! And an unsatisfied or disgruntled customer is just going to end up bringing more negative results than ever through word of mouth!
Posted by sspi on 07-03-2017

The Customer is Always Right.

When it comes to any business, every employee should realize that the reason for their jobs are the customers. Even the owner of business will tell you that. And as an employee you have no right to treat any customer in a rude way. That should cost you your job. If you're having problems with the way that people are just returning your items then law-makers should make a law about that. And you might want to play around your terms and conditions.
Posted by missionreport on 07-02-2017

Customer is always right

Why would the customer not be right? A customer should not have to keep something that they don't like. It is their money that is keeping the store in business.
Posted by BigDreamer on 07-03-2017
EJ Burg


I think that some customers tend to over play that role. I think we should trust that the employees are trained to help us find what we really need.
Posted by EJ Burg on 07-03-2017

Business Lesson Learned From Korean Drama

At my very first job I was taught “The customer is always right”, even when you know they're wrong. But I watching a Korean drama one time that really drove this point home. The head of the company came out and asked what all the commotion was about. Apparently “customers” had purchased products and wanted to return them because they were low quality. It turns out that the products were not even from that company. She told her employer to replace the low quality goods from the other company with their high quality goods at no charge. The employer objected. She said: “Once they get quality goods from us, they'll become a loyal customer and always come back.” OK! Now I get it! Valuable business lesson learned on why “The customer is always right.”
Posted by cmoneyspinner on 07-08-2017

It doesn't have to mean literally

The saying "the customer is always right" doesn't mean that the customer is literally right every time. It simply means the customer knows what they want and if you try to argue with them, it will just be bad for business. You don't have to succumb into their complaints, you just have to give them respect even if they don't deserve it.
Posted by arachnophobik on 07-03-2017


The customers are often mistaken or just rude for employees. However, the saying means that you have to cater to the client more because the more power the customer thinks they have, the more content there are with the company.
Posted by reginafalange on 07-02-2017

Customers will have to be right

These organizations are meant to serve customers. Hence, even if your customer is not right then its fine and hence, start serving that 'Not Right' thing which they want from you.

The sole reason of your existence is CUSTOMERS, hence you will have to bow down to their needs. This looks pretty simple to me.

What do you think will happen if you start telling your customers that your desires are not worth being fulfilled by us and hence you should try this X product instead of Y you asked for.

The response will be disastrous. A customer is like a boss to an organization and there are only two rules about our bosses. Rule #1 - Boss is always right. Rule #2 - Refer to Rule #1

Posted by lifeasitis on 07-06-2017

For better or for worse.

The customer's always right, for better or for worse. Your business depends on sales, so you have to make sure the customer's always happy. That way, they'll be willing to buy more in the future and they'll spread good reputation about it, which ultimately will get more sales. I was a Sales Rep. and I get what you mean, but specially in startup business, simply cannot afford letting a customer go just because they're not right.
Posted by Self on 07-02-2017

Really they are

To judge this, you will have to consider the portion of customer decisions that affect a business to the number that doesn't. If you agree that business exist and grow through trying to meet customer needs, then you should also agree that these customer are always right, at least majority of them are.
Posted by zeedollar on 07-08-2017

Yes they aren't always right but

A customer is someone that patronizers the product or services of a seller and in all ramifications has got all the power because of the money factor. They say that the one with the money makes the leading decision and others follow. This doesn't mean that all the decisions made by the customers are right on point, the issue behind it is that his or her decision must be respected.

This invariably makes the customer right, the only a seller could do is to try and educate the customer on the goods and services he or she is intending to buy, but it's left for the customer to make the final decision and it's not encouraging for the seller to be too persuasive as it would make the customer suspicious that something is wrong and thereby totally doubt the seller which would practically affect their business relationship.

Posted by Heatman on 09-21-2017

A matter of law

Costumers definitely have the upper hand in terms of consumer rights and privileges. But not all the costumer says is within the consumer rights, again it depends on the the law said. Both consumer and seller have their own rights and neither one of them says that they are always right.
Posted by fishbate on 04-17-2018


I don't think the customer is always right. Sometimes the customers are jerks. I mean many people seem to exist to make the life of store employees miserable. It is just one of the things that happens in the retail world.
Posted by kgord on 07-02-2017
It is just a saying but it is not to be understood literally that the customer is always right. Of course, the customer is important to the business so the seller has to do everything to the satisfaction of the buyer. But there are limitations to that satisfaction and it starts with the price of the goods. By the way, a customer means a buyer that comes back that it is his custom to buy in that store. That means not all buyers are considered customers.
Posted by Corzhens on 11-03-2018
In my opinion your statement is true. However, if you don't listen to the saying "the customer is always right" your business could get a bad reputation for terrible custmomer support. I think that the only way to deal with these type of customers is to give them what they want, because at the end of the day your business reputation is what counts.
Posted by Okaviator on 07-02-2017
Customers are not always right and we all know that. But since you don't want them to give bad reviews or opinions to your company or store, then you gotta comply and agree with them at some point. No matter how hard you tried to explain, there are still people who don't really get it so always end up agreeing with them just for the sake of argument.
Posted by galegatling on 07-02-2017
Customers are not always right, but if its a big company or establishment they'll try to compromise or allow the customer to be right as they have other important things to do.
Posted by simplym on 07-02-2017
I think companies should hear out what is really happening especially during complains. Once complains are made by customer, the just slap them with cimpensation ir immediately agree with the complain and take side of the customer. It's reaaly not a fair game. Some customers would blame the slightest problem to get refund. I've worked as a Customer Service Representative for about 3 years and it was the dirtiest job ever. We are all customers, so don't nag about your right to be always right. How about the right of the seller, the employee, the right to be treated as a human being.
Posted by Neiltarquin on 07-02-2017
I constantly don different roles. Sometimes I am a customer and sometimes I am a trader. In my opinion, customers do not have brains, they don't think. Customers are like a recorder, they will play what has been recorded. Let me explain this. Fifteen years ago, you the customer did not need a mobile phone, now it is your must have gadget. How did this happen? You have been feed by the trader that mobile phone is very necessary gadget, you cannot live without your mobile phone etcetera.
Posted by vinaya on 07-02-2017
As a company or anyone who is dealing with customers, this was and will probably be one of the main rules, always, although there are way too many cases where customers give themselves way too much freedom. I believe if you are being harassed and verbally assaulted you should also have some coverage by laws. It is pretty often to hear people swear at customer support over here. No matter what the issue might be, if you are frustrated with something, you don't have to take it out on someone who might not even have to do anything with it.
Posted by Makefort on 07-02-2017
Customers is not always right but if you have a business and you deal with customers, you just need to consider them because your business is at stake if they complain. It will put your company into a bad reputation. But if the situation is really worse that it comes to the point that the customer is doing annoying and scandalous things which is disturbs other customers, I guess it's not right at all.
Posted by rage35 on 07-02-2017
I worked in customer service for over 20 years and I would have to agree that the basis that the customers are always right is just absurd. In the last few years, customers have gotten so much worse and all because they want something for free. It really ruins it for the customers who really have a genuine grievance about something and just want to be heard. People are looking for more free handouts and will use any excuse to get it. If we follow the policy of customers are right all the time then businesses are giving away free products and that eventually cuts into their bottom line. I do think that in some instances this policy is correct since you do want repeat business and new business spread through word of mouth but it seems that it does tend to get out of hand.
Posted by morgoodie on 07-02-2017
The phrase is why so many call center and customer service agents are very unhappy at their jobs. It makes them feel like they are nobody and they only exist to serve the customer. The customer has been told he/she is always right, so he/she adopts this attitude even when wrong and makes life miserable on whoever is on the receiving end. There should be a fine balance between treating the customer right and treating your employee right. We know without the customer, there is no business, but also without good employees, there is no workforce as well.
Posted by joegirl on 07-03-2017
The customer is not always right. I used to work in customer service and I tried my best to resolve problems so both the company was happy and the customer was happy too. There were some instances when I would not be able to achieve that and ultimately, the customer lost out. Some customers would see the issue fairly and be Okay with it. Sometimes though, you got the odd customer who would take things personally and actually start yelling, swearing and attacking you personally. In my opinion, that is not right.
Posted by Lizzyib on 07-03-2017
I think almost every seller is trapped in this dilemma. We just have to nod our head and say customer is always right. You can see that some of the time customers may not be right and they demand something out of the context. And that can be in itself be bad for the customer experience and also for the seller. As you can see some of the time you may have to adjust with the people and see how things work out.
Posted by overcast on 07-04-2017
I don't think the customer is ALWAYS right. We have people in our society that come up with the craziest ways of trying to get things for free, especially in the food industry. Some people are so rude to the point that police or security have to be called. There are customers that are so drugged out mentally unstable. I'm sorry I have to disagree that the customer is always right. I think your average business has employees that follow the rules when it comes to customers and if it's a normal exchange things are usually worked out. Some people are unreasonable and there is no pleasing them, they get pleasure out of making a scene and belittling people. This is a motto that needs to go out the window.
Posted by freebird37 on 07-04-2017
Customers Are not always right But this motto or slogan helps to give priority to Customer satisfactions and it's a way of good strategy of Customer care, even If Customers may not be right sometimes giving them priority Leads to success.
Posted by Clara1993 on 07-05-2017
"The customer is always right" started in a time where businesses were in the habit of regularly screwing over customers, basically telling sellers that hey, the customers matter just as much as your bottom line does and you shouldn't be selling bad product. At this point, the statement itself is well past it's time - it's obsolete and abused much too much. Now that customer complaints are well-known and... definitely well-used, I don't think the statement itself is necessary anymore. The mindset it once promoted was once needed, but not anymore.
Posted by Linen on 07-05-2017
The customer is not always right. I used to work as a debt collector and on various occasions I had to deal with some bad customers. They never used to pay their debts despite the various reminders we sent them. When they saw charges accumulating on their accounts, many of them were furious and demanded that we waive off the charges else they will stop doing business with us. We felt like the customers were blackmailing us. However it was all their faults. We managed to convince many of the customers to pay their debts but it was not easy.
Posted by Pixie on 07-06-2017
Even if i agree that a customer is always right, You should also be careful when listening or implementing their thoughts and desires because some customers are simply too toxic to your buiness for just no reason and you should discover these ones and stand your ground against them.
Posted by zeedollar on 07-08-2017
The term 'Customers are always right' in business doesn't really mean that they are actually right in the real sense. All business have a sole objective of solving customers need and rendering goods and services for customers satisfaction. For you to successfully run a business and render service(s) to people, you must first put your customers satisfaction into consideration. Basically, without them, you are bound to face challenges in your business.

Haven worked in a retail store in the past, you most definitely will come across different kinds of people with different personalities. The truth remains that, some customers do not feel satisfied no matter how you try to please them. Not forgetting that, some are very good in creating unnecessary problems in the business environment, and as well feel cheated. Similarly, others would rather be happy to put you in a fix and gain from you. Funny enough, they may even prefer your offer your services for free

With the whole issues and challenges businesses face daily, this is where 'Customer service orientation, people skills, emotional intelligence, problem solving, strategic thinking etc' becomes relevant or comes into play. Knowing how to handle customers is key. Nobody is perfect in this, and as a result, learning and developing these skills is essential for the success of any business. This is one of the major reasons why in interviews or recruitment for a sales position, one of the primary questions asked by recruitment/hiring managers is; HOW DO YOU DEAL WITH A RUDE OR DIFFICULT CUSTOMER? This is to know how you will perform on the job.
Posted by Dparagon on 07-11-2017
Yes the saying that customers are always right is crap really. Practical experience and stories have shown that the saying is not correct. I will rather propose that the saying is changed from "customers are always right " to " customers must be treated right ". Because clearly customers ads not always right but it is the responsibility of te salesperson or the manager to treat the customers right, at least for the sake of the business.
Posted by Laiportal on 07-16-2017
Customers are not always right, like just what I had experienced before. I insist of a product that I directly claim isn't available on the shelf, however, when I was accompanied by a sales lady I was totally wrong for I was on the wrong shelf looking for the product. I was kinda embarrassed a bit because I quite come strong when I insist it isn't. So I always believe that customers can be sometimes wrong also.
Posted by DanoCath on 08-31-2017
It's a statistical issue, a single customer can be right or wrong, and the company doesn't care about that, it cares about the 80% customers who dictate the company's divisions, regardless of what the20% think.
Posted by joey98 on 08-31-2017
Since it is the customers that are using the product from the company and they know all the time how good or bad the product is, then i think that if the customers gives suggestion to the company on how they can improve the product to make it better, the company should accept the customers opinion all the time. The customers to me are always right 99% of all the time.
Posted by babyright on 09-19-2017
I have heard it from several people that customers are always right. That shouldn't be so. This is far from the truth. Customers are not always right. There are occasions whereby customers will prove somehow stubborn or even stupid with you over an item bought from you. He would want to fight you unlawfully believing that he is always right as a customer. I have met a job owner who does not care when it comes to being lawful with customers over injustice or unfair behaviour on the part of customers. He even got a personal lawyer for that purpose so that no customer will be able to disturb his peace and intelligence.
Posted by potentialwriter on 11-02-2017
This is totally true. Customers are not always right. Business should have it's rules and customer support section. There should also be an agreement written that will help the customer understand the terms and conditions before agreeing to something. This will prevent customers from trying to dictate and make unrealistic demands, complaints or false feedback.
Posted by mildredtabitha on 12-19-2017
This is true! The customer is always right. I hate it when you go to a department store or a corner shop and the court clerk is arguing with you. This is the worst customer service ever!Or when you're made to wait for service, without the clerk acknowledging you and asking for a minute. I walk away from these kinds of situations! Most customers are reasonable. Customer service operatives need to realize, that the customer has the power, because they have the money. The customer basically pays your wages. For the business owner they need to realize without the customer, they basically have no business.
Posted by jaymish on 01-29-2018
My take on that slogan that the customer is always right is not to take it literally. The customer is always right on occasions that the argument or dispute is about the product that is defective. But the customer cannot demand other things like service when the company is a store and not a service company. I understand that some people try to bully the sales attendant to drive home the point that the customer is always right. Let me relate an incident that was in the news the other night. A customer came to the computer repair shop to get his laptop. But the technician was asking for the job order or invoice. The customer has the receipt so he got angry. He went home to get the job order slip and when he came back to the computer repair shop, he again argued with the technician, not knowing that the technician bought a big knife to be ready for anything that can happen. To make the story short, the technician stabbed the customer 9 times. He died before reaching the hospital.
Posted by Corzhens on 04-09-2018