No, the Customer is Not Always Right

    Everyone is familiar with this truism of doing business: "The customer is always right." In today's competitive economic environment, in fact, serving the customer has been replaced by satisfying or delighting the customer. With all due respect to current trends and buzzwords, however, I take exception to that sentiment. To me, the more appropriate saying is "The customer is always the customer"—nothing more, nothing less.    Don't get me wrong. The first priority of any organization should be to address the interests of its clients, both internal and external. But that's different from allowing people to treat an employee any way they want. How many of us have witnessed someone being rude to a bank teller, impatient with a waitperson in a restaurant, or demanding to a sales clerk? No one has the right to do that. I believe that the bank teller, waitperson or sales clerk has every right to refuse to deal with offensive behavior.

    The growing national discussion about the loss of civility in everyday life should also extend to the way business is conducted. In any commercial interaction, both parties have a responsibility to treat each other with respect.

Employees who find themselves being verbally assaulted should maintain their composure and act politely, but they should also stand their ground. They don't have to be aggressive, or lash out at the other person. A simple, assertive statement like "There's no reason to be rude; we can resolve this in a courteous fashion" or "Please show me the same respect I'm showing you" demonstrates an insistence on being treated fairly. If the obnoxious behavior continues, the employee should end the transaction.

    When unreasonable situations arise, managers should quickly come to the assistance of their staff, and the companies they work for should not be afraid to turn away the business of troublesome characters. Customers expect to be treated well—and they should be—but that expectation is not an excuse to abuse anyone. Respect must be earned in order to be maintained. Civility, patience and cooperation swing both ways.