I’ve come to think that the old adage, “The customer is always right!” is only useful for someone just learning service.  It’s a safe way for a new or entry-level employee to operate.  In my role handling escalations, responding to complaints and maintaining a company’s reputation, I have come to a deeper understanding, and you know what, it pisses me off.  Social media and digital communication have swung an unreasonable amount of power to the customer.  When I say customer, I’m not talking about B2B, I’m talking about the self-righteous, self-centered end users that risk nothing and use the digital soapboxes to extort and manipulate your business.
I’m blessed to lead what is unquestionably the most compassionate, flexible, and generous warranty team in our industry. We regularly break our already lenient terms and conditions.  I have worked hard to eradicate the word “policy” from our agents’ lips and coach them to tell customers what they can do rather than what they can’t.  Additionally, we do not sell directly to vehicle owners.  Yet, with our volume of business, I face a small but steady stream of negative reviews on Google and Facebook.  Our company treats customers well and we have high star ratings and letter grades on all platforms.  Additionally, I don’t think my business customers are affected by a Facebook post from a VO with unreasonable expectations.  But I’m like you, I have tremendous pride in my operation and our service standards, and I’ll put ridiculous effort into protecting our reputation.
Ok, so you get a nasty review on Facebook and contact the customer in a genuine effort to make things right and leave them satisfied.  Well in today’s world I don’t think we are in a fair fight.  Most people/customers are reasonable, and if you’ve done someone wrong, shame on you, go make it right.  They have a right to complain, share their experience, and use whatever means necessary to get your attention.
The unreasonable customer is who I’m complaining about today.  It’s not enough to make things right or fair.  In order to keep these review extortionists at bay, you must do everything they demand no matter how ludicrous.
I had a customer today complain about a unit that was out over four years and 80,000 miles!  Our warranty is 3 years and that’s considerably long for a powertrain component.  I’ve lived and heard all kind of crazy stories.  You changed my oil and now my tail light is out, what the hell did you do to my car?!  I demand a remote starter and a case of beef jerky or I’m taking you to small claims court. The customer is not always right, and sometimes, they’re downright unreasonable.
Tomorrow I’m still going to be patient and placate these terrorists, I know I can’t reason with them and I can’t win.  They’ve been told the customer is always right for too long.  I offer no solutions to this problem, one that is bigger than any of us.  It spans across all industries and I don’t see it going away.  So, what are we to do about it?
Try to hold them accountable when you can risk it, and vent when you can’t.  I can keep doing it, but I need your help.
I need your best responses to an unfair review.
I need your best story of the customer that tried to damage your livelihood with a groundless complaint.
Go ahead let it out.  You’ll feel better.  I do.