We have all heard the conventional wisdom that “the customer is always right” and “we exist to serve our customers,” but what if you have a customer that is so bad that his association with you damages your business? I say fire him.





Comments


Written by WayneLiew
3814 days ago

Customers are not always right and I think the case that was pointed out in this blog post proved the point. However, what I think should be important when faced with such a situation is the way the business communicate the matter with stakeholders or the public.

You may be on the right side but there is no guarantee when it comes to publicity, especially nowadays when everyone has a megaphone.



Written by SeanMcAlpine
3813 days ago

Agreed on the public or stakeholder comment. The trouble comes when the customer can be unreasonable and non-factual with criticism. The company is always expected to respond factually and with decorum. In this case Tim Hortons has it pretty easy in that the guy appears to be a total flake. They may have trouble with their employees deciding what is valuable customer feedback and what is a nuisance. If employees take this as a license to disregard customer feedback, the owner could have a problem.



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