Is the customer always right?

We’ve all heard the age old saying “The customer is always right” but I think it’s obvious these days that slogan doesn’t fit most small business practices anymore.

The problem with the original saying (if not obvious) is that it has created a generation of people who think they are entitled to reimbursement or services that aren’t reasonable.

Ex. Karen asked for her chicken to be cooked medium well even after the server advised against ordering that item undercooked. Karen insisted on it and got sick. Karen would like a refund and her hospital fees covered.

For me it’s not about the customer being right but if they are REASONABLE. In the situation of a Master Barber, it doesn't matter who’s at fault if my client’s hair isn’t as they had hoped. Everyone gets a 7 day grace period to call me and come back for an adjustment, no questions asked. Majority of the time it is a 15 minute interaction and I would rather you come back for a quick adjustment that will take a fraction of my day and make you love your haircut until I see you again.

The old saying only drives disconnection in people thinking they need to defend why they aren’t wrong when this is how it should be:

• It’s ok to not nail the haircut 100% of the time.

• It’s ok to not to misunderstand what your client was saying.

• It’s ok to not have accurately conveyed what you were looking for to your barber.

We’re human and it’s impossible to be perfect.

That being said, as professionals we need boundaries or we are walked all over. If this is a recurring thing, we’d have a discussion about you finding a new barber/stylist because clearly I’m just the one for you!

Happy Saturday!