There’s a saying: “the customer is always right.” Really? What about:
- A customer who wants a refund on something they clearly did not buy at your store?
- A customer who “buys” an expensive TV for the holiday weekend, only to return it Monday for a refund?
- A customer who is abusive, obnoxious, or just too high-maintenance (costing you valuable time and emotional resources)?
Are those customers right?
Is the customer, in fact, sometimes wrong – and what do you do when they are?