Why The Customer Is NOT Always Right, Even Southwest Agrees

I read this article the other day about a lady who flew on Southwest Airlines quite frequently and each time would complain about something she didn’t like about the flight or how things were done by Southwest.  The lady was so well known that the flight attendants even called her “pen pal.”  Well one day she decided to write another complaint to the company and after so many letters the customer service department sent it up to the CEO Herb Kelleher with a note on it that said “This one is yours.”  Within that day, Herb wrote the lady back and simply replied with “Mam (lady’s name), we are going to miss you,” love Herb.

Now how awesome is that?  We are not the only ones here saying that the customer is not always right, even the CEO of Southwest deals with these certain customers too.  To say that a customer is always right is a lie.  And if the customer is always right does that mean the business is always wrong?  I know some who read this automatically think oh you are just some pissed off person, no sir it’s wrong for customers to treat businesses the way they do.  And look we are talking about those handful or 2% of customers that cause these headaches not all customers in general.  We are all customers, not everyone is a business owner.  There is another side you see of customers when you’re a business owner.  With BusinessBeware.Biz it doesn’t matter what your business is, we got your back.