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Why ‘The Customer Is Always Right’ Is Bad Advice

More than one pioneering giant of retail has sworn by the motto, “The customer is always right.” While this saying was invented by Harry Gordon Selfridge in 1909 and has been a go-to policy for floor managers and complaining buyers alike, has it always been correct, especially in the business-to-business (B2B) environment?

I say no.

As a policy, it does appear to make solid business sense. Customers pay their invoices to help you keep the lights on and pay your employees, provide referrals to bring in new customers and build your reputation. This is especially true in the always-on age of instant reviews. If you don’t have customers, you won’t have a business.

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