Is the customer always right? Personally, I strongly disagree.

[Claes Gefvenberg]

Here is something that concerns both philosophy and controversy:

Originally Posted by db

in the Gripe Bar thread ( http://Elsmar.com/Forums/showthread.php?t=6859 ) in the coffee break forum.

Just remember.............The customer is always right

Is he really? Personally, I strongly disagree... The customer is however always the customer. So how do we handle it?

Over to the forum...

/Claes

[leanne]

Originally Posted by Claes Gefvenberg

Here is something that concerns both philosophy and controversy:

Is he really? Personally, I strongly disagree... The customer is however always the customer. So how do we handle it?

Over to the forum...

/Claes

I also disagree. How do we handle it? With a great deal of tact & diplomacy.

[Craig H.]

Hi, all.

One thing that throws a wrench in all of this, IMO, is the trend towards some big customers charging a unilateral fee whenever they want to claim some sort of damage (SCAR). Sometimes even for things like damage in transit, though the contract says FOB producer's plant, and its their trucker.

This is on top of demanding the lowest price, which already squeezes margins. Instead of a partnership, this is a tyranical, dictatorial, relationship. Some of them we need to let swing in the wind.

Is the customer always right? Absolutely not.

[db]

Originally Posted by Claes Gefvenberg

Here is something that concerns both philosophy and controversy:



Is he really? Personally, I strongly disagree... The customer is however always the customer. So how do we handle it?

Over to the forum...

/Claes

Hey! You're quoting me out of context and without my permission!!! I'll Sue!

The is the key here. I do not even believe the customer always thinks they are right. I strongly believes sometimes the customer knows they are wrong, but are willing to procede anyway. I think it was the book "Lean Thinking" that discussed how American business are always trying to position ourselves in power over our customer/supplier. Instead of work with each other, we attempt to find the perfect angle to leverage ourselves.

Is the customer always right? No, but the customer is the customer and we need to decide which fight is worth it and when is it time to say the customer is no longer the customer (I've fired a customer before).

[Claes Gefvenberg]

Originally Posted by Craig H.

This is on top of demanding the lowest price, which already squeezes margins. Instead of a partnership, this is a tyranical, dictatorial, relationship. Some of them we need to let swing in the wind.

Is the customer always right? Absolutely not.

Unfortunately, this happens, and it is obviously tyrannical... Some people would be well adviced to have a look at ISO9004:2000, clause 4.3h:

h)

Mutually beneficial supplier relationships

An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.

/Claes

[Bob_M]

Originally Posted by Claes Gefvenberg

Unfortunately, this happens, and it is obviously tyrannical... Some people would be well adviced to have a look at ISO9004:2000, clause 4.3h:

h)

Mutually beneficial supplier relationships

An organization and its suppliers are interdependent and a mutually beneficial relationship enhances the ability of both to create value.

/Claes

Very nice sounding but not an auditable clause - most likely on purpose - Some BIG companies could care less about their suppliers or their relationship regardless how nice their letters and mandates sound.

ISO like systems in the hands of BIG tyranical companies just make life **** for the (small) suppliers that can't afford to "fire" their customers...

Quote: "One thing that throws a wrench in all of this, IMO, is the trend towards some big customers charging a unilateral fee whenever they want to claim some sort of damage (SCAR). Sometimes even for things like damage in transit, though the contract says FOB producer's plant, and its their trucker."

We don't see alot of this, but we do see it and it is ridiculous and disgusting!!! Especially the FOB part! Partial shipment lost/damaged, and WE are expected to make the claims and replace the parts and possibly take a negative hit in our delivery performance, and probably get a SCAR for something the truckers did.

Many days (the quiet ones) I like my quality job. But when customers start bitching about minor things we realistically can't control, I know why I was happy NOT being the Quality Guy in the past... *sigh*

[Craig H.]

Bob said:

" We don't see alot of this, but we do see it and it is ridiculous and disgusting!!! Especially the FOB part! Partial shipment lost/damaged, and WE are expected to make the claims and replace the parts and possibly take a negative hit in our delivery performance, and probably get a SCAR for something the truckers did.

Many days (the quiet ones) I like my quality job. But when customers start bitching about minor things we realistically can't control, I know why I was happy NOT being the Quality Guy in the past... *sigh*"

Unfortunately, we see this often - at least a couple times a month. We are trying inflatable bladders for the trucks, so maybe that will help. We take pictures of each load just before the door is closed. Even when we prove that the load was packed properly, the fact that the trucker drove like an idiot does not take us off the hook. If it was small customers that did it, we would tell them off. But its the big boys, and sometimes on their own truck with their driver.

There are certain companies that will never see a dollar of mine...

[Mike S.]

Originally Posted by Claes Gefvenberg

The customer is always right.

Is he really?
/Claes

Of course not -- unless your customer is God.

I think db was being sarcastic.