Whoever first said the customer is always right clearly never worked in insurance.
Or retail.
Or hospitality.
Or, come to think of it, anywhere customers are involved.
Because sometimes customers are wrong.
And sometimes, so are we.
For decades, businesses have repeated the phrase as though it were an unquestionable rule.
The customer is always right.
It sounds wonderfully respectful.
But is it actually true?
And, more importantly, are we doing customers any favours by pretending it is?
Think about it.
A customer walks into a restaurant and insists that the chef prepare something in a way that will ruin the dish.
Should the chef simply agree?
A mechanic discovers that a vehicle’s brakes are dangerously worn, but the owner insists they only want the oil changed.
Should the mechanic keep quiet?
Or consider someone reviewing their insurance.
Times are tough. Money is tight. They want to reduce their monthly premium.
Perfectly understandable.
They suggest removing certain cover or reducing an insured value.
Now, the easiest thing in the world would be to agree.
Make the changes.
Save the customer some money.
Everyone goes home happy.
Until something happens.
Suddenly, that saving of a few hundred rand a month could become a loss of thousands.
And the conversation becomes very different.
Of course, customers have every right to decide how they spend their money and what risks they’re prepared to carry.
But surely they also have the right to understand the consequences of those decisions?
That’s where professional advice becomes important.
Sometimes the most valuable thing an adviser can say is:
“I understand why you want to do that, but can I explain what you might be giving up?”
It’s not about winning an argument.
It’s not about proving that we know better.
And it certainly isn’t about telling customers what to do.
It’s about being prepared to have an uncomfortable conversation when an easy one would be more convenient.
The same principle applies well beyond insurance.
Good doctors don’t simply prescribe whatever patients ask for.
Good accountants don’t agree with every financial decision.
Good teachers don’t tell every parent their child is perfect.
And good businesses shouldn’t confuse keeping customers happy with always agreeing with them.
There is a difference between being agreeable and being helpful.
A rather important one.
We all enjoy being told we’re right.
But being told we’re right doesn’t necessarily make it so.
And most of us have probably benefited from someone who was willing to tell us when we were about to make a mistake.
Especially when they did it with respect.
Because disagreement doesn’t have to be confrontational.
It can be thoughtful.
Kind.
Constructive.
It can even be an expression of care.
Perhaps it’s time we retired that old saying and replaced it with something a little more useful.
The customer deserves to be heard.
The customer deserves to be respected.
The customer deserves honest advice, even when it isn’t what they hoped to hear.
And ultimately, the customer deserves to make their own informed decisions.
The customer isn’t always right.
But they should always be able to trust us to do what’s right.
Until next time, stay safe, stay informed and never be afraid to ask one more question.
