"The customer care bit is only done to the minimum necessary to ensure the business can actually function and make a profit. One of the most abused phrases is "the customer is always right". This was initially intended to mean that when planning and running a business, you must always look at what the customer wants, otherwise you won't sell anything. However, it now gets used by people who haven't paid their phone bill for six months when they want another month of unrestricted service without paying anything! "I'm sorry, I cannot reconnect your services unless you pay your bill". "Eh, listen mate, the customer is always right, I want another month to pay..." etc etc."
Scrotnig, I see your point, however I think that the term " The customer is always right " originated donkeys years ago, with your small corner shop business, whereby mrs jones went to buy her loaf of bread one day, it had only just been delivered an hour before, but as she squeezed it for freshness she remarked " Not very fresh ! "
The assistant would not argue, as " The customer is always right "
I dont think that there was such a demand placed on profits at all costs then, I think that the reverse is true today!
With respect, I dont think that the customer demanding an extra month to pay a bill should be justified in using the phrase? as surely if you leave one company with a debt this debt follows you to your next provider, so under those circumstances if the bill is correct you pay within the time allowed.
The only exception to this is big companies getting too big for theirs and our good such as tescos who will squeeze suppliers as much as they can and still take an age to settle their invoices, they can get away with it because they have another gullible supplier who will step in and lick their boots!
Back to the topic, it makes sense to me that if you have a great product to sell you get your customers onboard and keep them, if the product is good enough, the customer services is spot on if things do go wrong you have customers banging on the door which in turn brings about mass profits that appease the shareholders.
This is thrown in the air when you have over ambitious greedy shareholders who want a fast buck now, they want to buy that audi tt right now not in x amount of years
