Sorry but you are wrongOne of the things I always ask myself when our service organization wants to say that the customer is wrong, is “what made the customer think this way”? Did our sales force sell it wrong? Is there something wrong on our website or our packaging? Did we promise something we didn’t deliver. Is there something that our competitors all provide that we don’t, but it is expected?


I recently wrote a blog post about Lexus CT200. It seems that what Lexus puts on its promotional literature is not what they deliver in the car when ordered. They have a disclaimer that says they have the right to change specs so technically the customer is wrong to be upset that their car didn’t come with what was listed on the Lexus website (in fact it is also in their user manuals)…but to me, the real problem is that expectations were in the customer’s mind that were not met.

So word to the wise, before assuming the customer is wrong, check to see how they got their expectation. Was it because of something you did as a company, or because what the customer wants is an industry standard for the business you are in?

Don’t hide behind legalize and technical jargon.

There are customers who are unreasonable and it is wise to try to appease them, if possible. But there are limits too.

When you must tell a customer that he / she is wrong and not entitled to what they are asking for,  ensure that you deal with the emotional side of the customer. Empathize with them about their situation and convey that you are sorry you are unable to help.

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About Adele Berenstein

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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