So let's just say, for the sake of argument, that I buy the above t-shirt from Allied Stores. I play a game of tackle football with my drinking buddies, getting the shirt bloodied, muddied and grass-stained. I tear the shirt on a rusty nail on the way home; a moment later a bird above uses the garment as a place to relieve itself. And to top it all off, I change the oil in my car later on in the evening, getting most of the drained oil on the shirt itself! By the time I'm done, the shirt probably looks something like this:

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But knowing of Allied's wonderful policy that "the customer is always right," I march right back into the store and state "You know what...I don't like this shirt anymore! Gimee a new one! And by the way, while you're at it, these shoes I bought here in 1987 have a hole...I'll take a new pair too!" 

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Sorry, Not In My Business!

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I've been in business and blogging now for one year, and this will surely go down as the most frank statement I have every made to my readers, current clients and prospective clients. 

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In my business the customer is NOT always right!

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Why?

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1) If the customer is always right, it means the business-owner, company or representative is always wrong! 

2) This forms a one-way street which is not fair to the side who, de-facto, has surrendered his or her rights from the outset.

3) It dehumanizes the party who always must "take the blame."

4) It delegitimizes any subsequent explanations made by "Mr. or Mrs. Always Wrong."

5) It sets up an unwritten system of entitlement whereby one party can exercise their claim, unfettered, unhindered, and beyond reproach, that he or she can do no wrong.

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Having expressed myself quite frankly, I will now offer some insight into what I believe the proper path is:

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As businesspeople, it is incumbent upon us to deliver a product or service which is of the HIGHEST level of quality and workmanship. We must STRIVE to deliver on time, on, or under budget, and to make all accommodations and efforts to ensure that our customers are satisfied! We must treat customers and clients as individuals and give them what they deserve...individualized attention.

But in business, as in life, two-way streets exist to grant rights to both parties in any equation. It is what ensures humanity, fairness and equality! Surrendering this basic right means surrendering one's dignity!

We MUST admit we are wrong when we are wrong, but refrain from doing so when we know ourselves to be right!

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I've strived to achieve excellence in my business and so far I'm pleased to say, I have not received a single complaint. But I must say...

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I don't sell shirts as part of my business, but if I did and you came back with the shirt we previously spoke of...

...I would tell you in no uncertain terms..."Take a Hike!"

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Yonatan Maisel is a business blogger and author. He started a business blog one year ago. 90% of his new clients now find their way to him as a direct result of having read one or more posts. Unfortunately for the foreseeable future, Yonatan is not accepting new clients. He is a regular contributor at www.bizsugar.com and here at www.jobshuk.com.