I work as an appliance repair technician, servicing household appliances such as refrigerators, dryers, and washing machines. Most of my work comes through home warranty companies, so the homeowner isn’t paying me directly. My responsibility is to diagnose the problem and perform the necessary repairs.
Every so often, you encounter a customer who has convinced themselves that a particular part needs replacing, and no amount of professional explanation will persuade them otherwise. As a technician, I have a few options. I can simply refuse to replace a part that isn’t defective and justify my decision to my supervisor, or I can replace the part the customer insists on having replaced without actually changing anything. I can bring in a component, make it look as though I’ve performed the replacement, and call it a day.
Sometimes, people just want to feel vindicated. They want confirmation that they were right all along, regardless of whether they actually were. And occasionally, it seems easier to give them that satisfaction than to spend an hour arguing with someone who has already made up their mind.
As someone that has sent the literal exact same robot-vacuum-cleaner about 10 times for repair (because they just keep sending it back without doing anything): sometimes the customer is actually right.
There is no saying. I didn’t say “always right”. Notice how I said “sometimes right”.
Customers are human beings. If I know I’m right (because I can see with my own eyes that the vacuum doesn’t work), and you treat me like that because “whether the vacuum works or not is not a matter of taste” I’m just never going to do business with you again.
I work as an appliance repair technician, servicing household appliances such as refrigerators, dryers, and washing machines. Most of my work comes through home warranty companies, so the homeowner isn’t paying me directly. My responsibility is to diagnose the problem and perform the necessary repairs.
Every so often, you encounter a customer who has convinced themselves that a particular part needs replacing, and no amount of professional explanation will persuade them otherwise. As a technician, I have a few options. I can simply refuse to replace a part that isn’t defective and justify my decision to my supervisor, or I can replace the part the customer insists on having replaced without actually changing anything. I can bring in a component, make it look as though I’ve performed the replacement, and call it a day.
Sometimes, people just want to feel vindicated. They want confirmation that they were right all along, regardless of whether they actually were. And occasionally, it seems easier to give them that satisfaction than to spend an hour arguing with someone who has already made up their mind.
As someone that has sent the literal exact same robot-vacuum-cleaner about 10 times for repair (because they just keep sending it back without doing anything): sometimes the customer is actually right.
The customer is always right in matters of taste.
Is the full saying.
If a customer wants to buy an ugly sweater, for example, they should be able to do so.
There is no saying. I didn’t say “always right”. Notice how I said “sometimes right”.
Customers are human beings. If I know I’m right (because I can see with my own eyes that the vacuum doesn’t work), and you treat me like that because “whether the vacuum works or not is not a matter of taste” I’m just never going to do business with you again.