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Talking Point: The Disney Institute Blog

A Perspective on “The Customer is Always Right”

April 24, 2014 by Bruce Jones, Senior Programming Director, Disney Institute

Earlier this year, a Huffington Post article created buzz around the common saying “the customer is always right.” In it, the author shares the “Top 5 Reasons Why ‘The Customer Is Always Right’ Is Wrong” and provides examples as to when the customer may not be entitled to the service he or she requests. He stresses that a company’s allegiance should be with the employees first, not an unreasonable customer. By putting the employees first, they will in turn provide better service for the customers.

At Disney Institute, we believe the extent to which an organization cares for its people is the extent to which the employees will care for the customers. We recognize that while our Guests are an important part of our organization, the relationship we foster with our Cast members has a great impact on that Guest experience.

So, is the customer always right?

Sometimes an organization simply cannot provide the service that a customer is requesting. In these situations, however, there are still steps an organization can take to strengthen the relationship with a customer. In this blog post, we share “What Happens When You Can’t Give The Customer What They Want.”

Sometimes, these service failures are not the organization’s fault. However, at Disney, leaders are equipped with resources to approach the situation in a delicate manner. While not every relationship is reparable, it is important to try to mend the relationship with those who could remain loyal to your brand. Our previous blog post speaks to “How Disney Leaders Recover from a Service Failure.”

Tell us - What is your opinion? Is "the customer always right?"


Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form




Posted in Quality Service | Tagged Customer Service, Customer Service Training, Quality Service, Guest Experience, Bruce Jones


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