In business, we often hear the phrase “the customer is always right.” While customers are indeed the lifeblood of our businesses, accepting this statement as “gospel truth” can be detrimental to your company culture, your long-term success and devalue what you bring to your customer.
The King Isn’t Infallible
I prefer to say “The customer is king – and we need to figure out sometimes how to tell the king they are wrong”.
Without customers paying the bills, we simply don’t have a business.
However, kings aren’t always right, and sometimes we need to tactfully help them see another perspective without losing them in the process.
Hidden Costs of “The Customer Is Always Right”
When we blindly follow the “customer is always right” mantra, several problems emerge:
- Team morale suffers when you consistently take the customer’s side over your team’s. This signals that you don’t trust your own people.
- Accountability disappears for customers. While we hold our teams accountable, customers should also be held to certain standards and expectations.
- Innovation stagnates when we’re only focused on placating customers rather than developing better solutions that might initially challenge their comfort zones.
- Unrealistic expectations develop as customers come to believe you’ll bend over backward for any request, regardless of scope or reasonableness.
Finding Better Balance
Instead of treating customer demands as commandments:
- Honestly assess where you’ve crossed boundaries with customers by giving too much
- Develop a respectful approach for showing customers when they’re pushing limits
- Address your internal culture if you’re sacrificing team wellbeing for customer satisfaction
- Have direct conversations about adjusting service levels or pricing when necessary
The goal isn’t to dismiss customer needs but to create healthier relationships where both parties thrive. By setting appropriate boundaries, you’ll ultimately deliver better value while maintaining a sustainable business.
About Monday Myth Check
Monday Myth Check is a weekly dose of reality where Jono Brake holds up commonly held leadership beliefs and asks the question “What if this was not true”. You can find the weekly video on LinkedIN and following The Forged Leader, as well as on Youtube @jonobrake.
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