Are the Customers Always Right?

Updated on September 27, 2019
Shundapc profile image

Danielle has been an RGM for 4 years. She has a degree in Restaurant Management from Le Cordon Bleu College of Culinary Arts.

I apologize. I apologize. I apologize. This is the two-word phrase that gets tossed around when dealing with customers in a restaurant. The majority of our customers deserve an apology when a mistake is made. Other customers, I’m not so sure. Managers understand the frustration and the inconvenience but do that really give customers the right to act as if they never made a mistake and insult the employee. Some customers have no understanding when a mistake has happened

Let's look at this work “right” for a minute. Restaurant managers look at this word as the paying customer is never wrong no matter what the circumstances are. Let’s spell the word “right” out and you tell me if you have come across this type of customer.


There have been plenty of managers that have been called a sorry excuse for a manager. Why? Yes, mistakes happen and managers have standards to follow. They apologize and try to make it right. Is the name-calling from the customer really necessary?


These are the customers that are impossible to please. No matter what you do to make their day better, it’s not good enough. It’s sad when you have a customer that you already know is going to have a complaint because that is all they do. Even if the employee tries a different approach with the customer, it will always be something wrong.


There are customers that really take advantage of the mistake that an employee has made. Employees offer incentives to make things right but the customer wants more and more. The customer wants a week's worth of incentives and discounts.


There are customers that enter the restaurant with an attitude already. Employees speak and the customer will not say a word. Customers will talk to the employees like they are getting on the customer's nerves. Customers will get smart with the employees because they are having trouble understanding what the customer wants. Some even think the employees are mind readers and supposed to know what the customer wants.


There are some customers that like to complain just because they know managers will try to offer something to make the customer happy. These are the customers that just want something for free. Most likely these customers know the restaurant policies on mistakes that are made by the staff. There are some customers that will manipulate the employees to think that a physical object was in their order to get something free also.

There are some really awesome customers out there that understand what it is like to try to please a customer and understand that mistakes do happen. Othere customers out there won’t even give a new person in training a chance. Trainees have to learn some kind of way. After reading this article, you have to ask yourself, “Are Customers Always R-I-G-H-T?” When you think about it, most of them are not, but you got those that are ALWAYS R-I-G-H-T.

Questions & Answers


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      • Larry Slawson profile image

        Larry Slawson 

        7 months ago from North Carolina

        As someone who used to work retail, you are definitely right about the types of customers haha. Thank you for sharing!


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