Is the Customer Always Right? Really?


Buyers are more empowered than ever before. They have more choices, more leverage in imagesa tough economy and a competitive environment. They also have social media, a powerful new way to share their experiences – good or bad – about the companies they buy from. With all that power, buyers make demands and set high expectations. They know that sellers are afraid that they’ll take their business elsewhere. So they threaten to do so when they are unhappy with service, selection or price.

What’s a seller to do under these circumstances? Given the power shift, is it still valid to operate with a philosophy that “the customer is always right?” If so, where do you draw the line?