I have just written and posted a new article on my website:
Is the Customer Really “Always Right?”
Take a read, and then post your thoughts on whether you think “the customer is always right.”
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This is a great post. It’s also a reminder to professionals that sometimes it is the job of a professional to give a client want they need, not what they’re asking for. Often they are not the same thing.
Avish, I really appreciated this post, especially the distinction you make between “the customer is always right” being a good philosophy, but not a good tactic.
As a former Nordstrom employee I have to say: It doesn’t matter whether or not the tire story is true–what matters is that people who shop at Nordstrom know that it *could* be true. In other words, they know that they can return anything, anytime, no questions, no hassles.
BTW, if you’re ever in South Jersey and want to experience really great customer service, take your car for an oil change on the corner of 561 and Springdale Road in Voorhees. I have no stake in this; just been fascinated by the consistently amazing service I have gotten there for many years. Someone should write a book about them!
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