10 Jul Company’s Perfect Response To Angry Facebook Post Proves Why The Customer Is Not Always Right

If you happen to work in retail or in the service industry, then the words “the customer is always right” are probably the bane of your existence. This infuriating slogan was first coined way back in Edwardian England by large, high-quality department store owners like Harry Selfridge, to articulate that customer complaints should be treated seriously so that buyers didn’t feel swindled.

Even as early as 1914, critics of this ethos pointed out that the motto does not preclude the possibility of retailers being taken advantage of by unscrupulous customers. Nowadays, it seems like the expression is only used to justify borderline tyranny on the part of customers, who force unrealistic demands on vendors and display an arrogant lack of concern for businesses. People wield “the customer is always right” as a caveat that allows them to bully, abuse and slander … yet some businesses are beginning to challenge this.

The image above shows two successful business owners: Ryan Clark and Tim Andis, the two founders of Liberty Bottleworks – a U.S. manufacturer which mades bespoke, sustainable, recyclable water bottles. The company is very small, and so cannot compete on the same level as large-scale conglomerates.

Over the festive period, Liberty Bottleworks received an angry review from an irate customer, who slated the company and complained she was unable to speak to anyone over the holidays in order to discuss her order. However, rather than immediately becoming obsequious and subservient, Clark wrote a calm, rational and measured response to her unfair review.

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