When Is the Customer Wrong?

There's a saying: “the customer is always right.” Really? What about:

  1. A customer who wants a refund on something they clearly did not buy at your store?
  2. A customer who “buys” an expensive TV for the holiday weekend, only to return it Monday for a refund?
  3. 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?

Ray Edwards is a world-renowned copywriter and communications strategist, writing for some of the most powerful voices in leadership and business including New York Times bestselling authors Jack Canfield and Mark Victor Hansen (Chicken Soup for the Soul) and Tony Robbins. Ray is a sought-after speaker and author, hosts a popular weekly podcast, and blogs at RayEdwards.com.