"The customer is always right." 

I can't remember the last time I heard this phrase used with any sort of weight behind it.  In this day of globalization, multinationals and the Occupy Movement, I think it's difficult to say that we actually even believe the statement anymore.

Being an entrepreneur who must be constantly in touch with my customers, I would suggest that from a small business person's perspective, the customer may not always be right, but they should always feel as though they're right and at least should be satisfied.  A tall order, indeed.

Common knowledge tells us that with the quick dispersement of information across the internet, on Twitter or Facebook pages, it is increasingly difficult for anyone providing a service to control the perceptions of their abilities and quality.  In a few keystrokes, a company's name, reputation and cumulative years of experience can be quickly, unilaterally and annonomously sullied.  Is the concept of fairness, once a belief secured with a handshake, now a long-lost business principle of a bygone era?

This blog:  http://custservicestories.blogspot.com/  has started me thinking.  Some great insights into the importance of understanding the customer service experience.  I'm going to have to ponder this matter for a while.  Even if you're not in customer service, we're all service providers to someone, our shareholders, our bosses, our families.  Certainly we are all customers to some degree.  The question for me is, are we losing hold of the concept of 'do unto others?' 

Cheers!

Janice