The customer is always right.

That’s what we were always told – young and new to the business world in the late 1970’s.

I, in turn, passed it along to all on my team at University Directories.

The customer is always right.

Over a number of years I heard hundreds of stories from customers and customer service reps. There were times when customers denied buying anything, even when we had a signed order in our files. There were times when the customer denied having approved an ad proof, when we had a signed proof in our files. There were times when the customer was so rude that the customer service rep ended the conversation in tears.

I just couldn’t do it anymore. The customer isn’t always right.
And so we changed our motto to:
The customer may not always be right. BUT the customer is always the customer.

This allowed us to take care of our business while still being very polite and respectful to the customer.
A perfect example of doing business with class.
And doing better business….better.

copyright 2009 – Jan Bolick, Business Class Inc