Article | March 10, 2010

Article: The Customer Is Always Right (Unless They Are Wrong)


By Carl Schneider, Founder of GuestRights

If you are working in the service industry, I know that you've heard the age-old rule that "the customer is always right". I'm here today to reject that notion!

Strange comment, especially from someone whose company is designed to improve consumers' hotel experiences (while making the hotel additional bookings and revenues, of course). It seems to go against everything that I believe in and support so strongly. The truth is that upholding guest rights doesn't have to be synonymous with always giving in.