While reading the morning news, I just read of ugly dispute in a fast-food restaurant that did not end well. It reminded me of something I do not agree with:
"The Customer is always right."
We are used to reading and hearing it everywhere. But does the fact that someone is holding a dollar they are willing to spend makes them right, no matter what? How much does our dignity cost?
As my colleagues do not have to worry about their paychecks, customer's appraisal is what makes the difference for them. They live for it. It is a game they are addicted to: everyone does their best to achieve the widest smile on your face. And their best is the best you can get on this planet. When you have to provide service to someone who cannot deal with their bad mood, you will surely get a piece of it. In these situations, there is always some room for sympathy and understanding, so we do not take it that deep.
You may think of how bad it is when someone decides to throw it on you when you are the last person that deserved it. No, it is much worse when this happens, and at the same time “The Customer is always right” is hanging over your head at your working place. This slogan is cynicism and yells about the lack of common sense and justice. To me, it tells “employees in this shop/office are slaves, without rights, guilty by association”. Each time I have to resolve a situation with a customer, I do not take a side before I see all the facts, as both Colleagues and Customers are equally important. As I “suffer” a strong sense of justice, I dig deeply into each case. I will not work with people who are unfair to others, so a Colleague insulting a Customer is the fastest way to leave our company. Believe it or not, this has never happened here. A Customer insulting a Colleague without any reason guarantees to move to a new web hosting provider and an eternal record in our blacklist – this customer will be refused service forever. It is a part of my job to protect and defend both my customers and my colleagues, and I will spare no resources or means, should someone make any of them not happy.
