Customer Is Always Right

A business’s keeness to put customers first Important to reach a business’s objectives and goals Customer is the main source of revenue Important to follow the policy in order to retain customers To retain company’s image and reputation Avoid bad public relation Avoid customer desertion Avoid law suits Leads to higher profitability 10. Satisfied and happy customers will promote your products or services 11. Having your customers as ambassadors help you expand your business quickly 12. Helps company to operate more efficiently in long run 13.

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Listening to complaints or feedbacks will help a business to identify and ammend its weakness. 14. Customers whose complaints are attended to are more likely to be returning customers. 15. Lowers employees’ morale 16. Unfair to employees 17. Reduces a business’s profitabilty 18. Demanding customers are a waste of time and resources 19. Time used to deal with over-demanding customers can instead be used for potential good ones instead. 20. Employees should be well equipped with training to improve customer service. 21. Customers who are angry and unsatisfied will resort to a business’s rivals.

Argument 2 : Obtain higher profitability in the long term. Argument 3 : It helps the business to operate more effectively in the future. Counter Argument 2 : It creates unhappy employees, lowers employees morale and motivation to work. Thesis Statement : Is is important for businesses to always have the policy that the customer is right because it will retain a company’s image, uphold its reputation, leads to a higher profit and enables the business to operate more effectively. Topic Sentence 1 : Retain a company’s image and reputation. Supporting statement: 1) It will be quicker to reach a business’s objectives and goals. ) Avoid unwanted situations such as negative publicity, desertion by customers and legal suits. Topic Sentence 2 : Obtain higher profitability in the long term. Supporting statement: 1) Customers whose complaints are attended efficiently will most likely be returning customers; there will be brand loyalty. 2) Unhappy customers are most likely to tell their unsatisfaction to others and the business will risk losing potential clients to their rivals. Topic Sentence 3 : It helps the business to operate more effectively in the future. Supporting statement : 1) Negative feedbacks can be used as constructive criticism for improvement. ) Customers will remain loyal if their feedbacks are taken into consideration and they will not defect to a business’s rival. Topic Sentence 4 : Some customers are more troubles than they are worth. Supporting Statement : 1) In the midst of satisfying customers, business profitablity will drop due to the need to rectify problems and givecompensations. 2) Some customers are just wasting your time and resources. Topic Sentence 5 : It creates unhappy employees Supporting statement : 1) It lowers employees’ morale. 2) It lowers employees’ motivation to work. Refutation : ) Although the policy will cause businesses to spend more time and resources in dealing with demanding customers, it will garner higher customer loyalty and expand the consumer base. 2) Despite that the policy may create unhappiness among employees, it is their job to ensure that customer satisfaction comes first above others. Conclusion: Thepolicy is important to all businesses because it not only generate higher profits but also maintain it’s image and reputation alongside to an effective opperation Topic Sentence 1 : First of all, it will retain the company image and reputation. ) It will avoid negative image of public relation. 2) Save cost as possible legal suits can be prevented. 3) Desertion by the customers can be avoided. *Topic Sentence 2 : Second*ly*, it wil*l increase profitability. Supporting statement : 1) Brand loyalty will exist and customer can be retained. 2) Happy customers will help to advertise and promote your company. 3) Unsatisfied customers will persuade others to stop the purchase of goods and services from your company. Topic Sentence 3 : However, maintaining this busine*ss policy will eventually makes *the employees unhappy.

Supporting statement : *Topic Sentence 4 : In addition, *it gives abrasive customer an unfair advantage. Supporting statement : 1) Company is forced to compensate and this increase cost. 2) Similar incidents will happen again if is not handled properly. At this point, one may wonder if we should maintain this policy or dispose it, but in order for a company to survive, this policy should be followed by every company to avoid profit declination and due to the reason that satisfying employees’ needs will eventually ignore the customer satisfaction.

Introduction : In today’s competitive world, a business must always have the policy that the consumer is right because it does not only retain a company’s image and reputation, it also leads to higher profitability in the long term and helps the company to operate more efficiently in the future. *Topic Sentence 1 : *The policy will retain and strengthen *a company’s *image and reputation, making them a step quicker at reaching their objectives and goals. Supporting statement: 1) Good customer service is important for a company to be different from others. ) Avoid unwanted situations such as negative publicity, desertion by customers and legal suits. *Topic Sentence 2 : *It is undeniable that higher profits are obtained in the long term by these businesses as well. Supporting statement: 1) Customers who have their complaints and suggestions attended efficiently are most likely to be your returning customers. 2) When a client becomes dissatisfied, you risk losing that business plus potential business if negative comments about your company are passed along.

Topic Sentence 3 : It helps the business to operate more effectively in the future. Supporting statement : 1) Negative feedbacks can be used as constructive criticism for improvement. 2) Customers will remain loyal if their feedbacks are taken into consideration and they will not defect to a business’s rival. Topic Sentence 4 : Some customers are more troubles than they are worth. Supporting Statement : 1) Company begins to suffer from having a bad seed on your client list and this will cause profit to drop. ) Some customers are just a waste of time because they will never be satisfied. Topic Sentence 5 : It creates unhappy employees Supporting statement : 1) It lowers employees’ morale. 2) It lowers employees’ motivation to work. Refutation : 1) Although the policy will cause businesses to spend more time and resources in dealing with demanding customers, it will garner higher customer loyalty and expand the consumer base. 2) Despite that the policy may create unhappiness among employees, it is their job to ensure that customer satisfaction comes first above others.

In today’s competitive world, a business must always have the policy that the consumer is right because it does not only retain a company’s image and reputation, it also leads to higher profitability in the long term and helps the company to operate more efficiently in the future. Businesses must be aware that their consumers are the essence of their company. Without consumers, the business would cease to exist. The phrase, ‘The customer is always right’ can be explained as the trading policy that states a company’s keenness to be seen to put customers first (Martin, 1996). It was originally coined by

Harry Gordon Selfridge in 1909 and often used by businesses to convince customers that they will receive good service or convince employees to deliver good service. Many businesses argue that there are customers who are just plain wrong and unreasonable while others are mostly just seeking advantage. However, in this current economic climate, companies cannot afford to neglect their customers’ wants and needs if they are planning to stay in business for the long term. Therefore, it makes perfect sense that the said policy encourages a company’s growth despite lowering employees morale and giving abrasive consumers an advantage.

Businesses which implement the policy will retain and strengthen their image and reputation, making them a step quicker at reaching their objectives and goals. James Kocsi (2006) says, “To be competitive, you need to analyze what makes your company different from others in your industry. Pricing and quality are always the key factors, but do not overlook the value of customer service. ” Clearly, this shows that customer service means delivering satisfaction to all your clients even if they are wrong or irrational.

In short, your consumers are always right and this meant making an adjustment to satisfy them even when your company is not at fault. It helps minimize negative image of public relation being passed around when customers are unsatisfied with your product or services, avoid desertion by them and most ultimately, save your company from the complications of possible legal suits (Witzel, 2005). It is undeniable that higher profits are obtained in the long term by these businesses as well. Customers who have their complaints and suggestions attended efficiently are most likely to be your returning customers.

The policy indirectly creates brand loyalty among them and they become your product ambassadors. In Josh Hall’s (2009) view, engaging with unsatisfied customers and exceeding their expectations can frequently result in a positive business outcome from a potentially damaging situation. This can be done by sending a letter of apology or similar gestures to help solidify a positive impression in the customer’s eyes. Rombel (2004) points out that bad customer service can cost you a long-time client. He added that the customer scorned is likely to tell everyone he knows about what happened to him.

When a client becomes dissatisfied, you risk losing that business plus potential business if negative comments about your company are passed along. Witzel (2005) states that disgruntled consumers tend to defect to rival businesses. He suggests accepting responsibility than to argue with customers where responsibility lies. This is due to the fact that there is little profit earned and more damage being done regardless of whom is at fault. Besides that, business will operate more effectively in the future upon having the policy that the customer is always right.

Rather than taking negative feedbacks as criticism, they should have the mindset that their customers are always right and use it for improvement to provide better products or services. Daud (2009) stated that pleasing customers is fundamental and it should be at the forefront of our minds when we work and gaining new ones as the ultimate incentive for improving service. He further explains that shoppers read reviews prior to making purchase decisions. Positive reviews are beneficial as a form of effective form of advertising while negative ones can be used as constructive criticism to fix weak areas.

According to Morisson (2008),complaints usually come from loyal customers, rather than disloyal ones. He added that loyal customers tell you what is wrong in the hope that it will improve the situation, so that they do not have to defect to your competitors, and it gives your business a valuable opportunity to identify and fix problems, make amends and retain a possibly lost business. Granted, the policy that the customer is right is vital to a business’s wellbeing but however, in reality, some customers are just more troubles than they are worth.

There are times where a customer is not always right, especially if your company begins to suffer from having a bad seed on your client list (Brodsky & Mitchell, 2007). According to Brodsky and Mitchell, living by the policy may cause businesses to overlook or excuse a customer’s bad behavior due to the need to satisfy any client that pays. These customers are usually your regular clients, but despite attempts to rectify their dissatisfaction, they constantly complaint that you are not up to their expectations.

This clearly gives abrasive customers an unfair advantage, and as a result, the company will need to compensate them in terms of monetary, refunds, exchanges and discounts which will all lead to a lower profitability. Besides that, repetition of similar incidents will happen if it is not dealt with in a proper way. For example, Brown (2009) argues that bad customers are a waste of time and resources because the costs of serving them will outweigh the benefits you will receive from them. Furthermore, businesses need to decide if they are to side with a emanding and unreasonable customer or their loyal employee. The act of trying to please your customers, even if they are at wrong, will create unhappy employees and this will eventually lead to lower morale and less motivation to work. Forcing employees to deal with obnoxious, unrealistic and abusive customers reduces morale (Brown, 2009). It gives employees a mentality that they are not valued by the company and they should not have any respect for the customers. She adds that, “The time that you spend trying to satisfy the impossible customer decreases the benefits you can provide to the good ones.

Your most demanding customers are not your profitable ones. Rewarding them reduces your resources without a return on investment. ” ING Direct, a finance institution, reported that there was a 45% of increase in profits between 2002 and 2003 when they started getting rid of overly demanding customers (Esfahani, 2004). Although the policy might cause a business to spend more time and resources in dealing with demanding customers, it has been proven that it garners higher customer loyalty and greatly expands consumer base.

A survey conducted by Retail Council of Canada proved that store loyalty increases dramatically when customers enjoy a great shopping experience. This is because of the high likelihood of returning customers and those who spread their great shopping experiences to others will help boost business sales (Retail Council of Canada, 2009). Kent (2004) points out that good customer service should be emphasised above all else, even when it comes to customers who may simply waste time with never-ending, pointless calls.

He quoted that employees are employed to satisfy every customer and therefore, customer satisfaction comes first above all else. They should therefore be equipped with training programs to provide better services and deal with demanding customers effectively. In conclusion, the policy that the customer is right is a fundamental rule to all businesses because it retains a company’s image and reputation, leads to higher profitability in the long term and helps the company to operate more efficiently in the future. Brown, P. B. , 2009. “Know When to Fire a Customer. New York Times, September 16. Avaliable from: http://www. proquest. com/ [Accessed on October 16, 2009] Daud, N. , 2009. The Power of Online Customer Feedback. Available from: http://www. businesswings. co. uk/articles/The-power-of-online-customer-feedback [Accessed on October 18, 2009] Esfahani, E. , 2004. “How To… : Get Tough With Bad Customers. ” Business 2. 0, 5, no. 9: 52. Available from: Business Source Premier. [Accessed on October 16, 2009] Hall, J. , 2009. “How To Deal With Customer Complaints and Profit. ” Real Business, [internet] Septenber 20.

Available from : http://www. realbusiness. co. uk/news/sales-and-marketing/5692676/how-to-deal-with-customer-complaints-and-profit. thtml [Accessed on October 15, 2009] Kent, S. , 2004. When is enough, enough? Personnel Today. Available from: http://www. proquest. com/ [Accessed on October 18, 2009] Kocsi, J. , 2006. “What Makes You Different from the Rest? ” NJBIZ, September 4. no. 36:10. Martin, G. , 1996-2009. The customer is always right. Available from: http://www. phrases. org. uk/meanings/106700. html. [Accessed on October 15, 2009] Morrison, R. , 2008.

Spinning Straw Into Gold:Turn Customer Feedback Into Business Success. Available from: http://www. customerthink. com/article/spinning_straw_gold_turn_customer_feedback [Accessed on October 18, 2009] [Accessed on October 18, 2009] Rombel, A. , 2004. “Who Says The Customer Is Always Right? ” Business Journal (Central New York) 18, no. 50: 24. Available from: Regional Business News [Accessed on October 15, 2009] Witzel, M. , 2005. Keep your relationship with clients afloat. FT. com, January 30. Available from: http://www. proquest. com/ [Accessed on October 15, 2009]

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