There is a widespread saying in the business space: "The customer is always right". Do you know the history of this phrase? It was first used in 1900 by English retail magnate Harry Gordon Selfridge (1858-1947). Its purpose was to psychologically influence employees to provide the best service to customers, and the latter to be sure of a high level of service.

Recently, more and more companies have begun to abandon this practice. It is impossible for one side to always be right or wrong. The phrase "the customer is always right" has exhausted itself, it does not fit into the thinking of modern progressive business. It is better for companies to take care of the balance between employees and customers. It will be wrong if we start looking for right and wrong, it is better to improve our service and respond to complaints in this way. But in no case should this happen by neglecting the interests of the employees - at the expense of undermining his professional dignity and demotivation.

The management of the company, which is strictly guided by the above phrase, causes problems in the team. Nothing has a more negative impact on a company, and therefore a service, than a demotivated and unsustainable team. A development company with a very diverse team often faces problems with customers. This is natural for a large company that has to deal with a large number of customers.

For example, the company's call center, which is often the primary source of communication and the "tracking" of the customer depends on it. It is a complex process that requires a lot of energy. A call center operator must be emotionally balanced, he makes hundreds of calls a day and gives a lot of information. The customer should listen to him carefully, ask the necessary questions and warn him about future steps.

Quite often they do not do so, it is unpleasant to communicate with a concerned person who speaks impolitely. Customers are often dismissive of the employee's time or make an appointment with the sales manager and never come. This kind of irresponsible attitude is unfortunately very common in the Georgian space. There is a lack of empathy and sound judgment in society. We waste the company's resources, although we still think we are right with them and do not feel individual responsibility.

Some of the customers also have a bad understanding of the western culture of business relations. In our society (such as Georgian) the understanding of individual responsibility is problematic. We always point to other people's guilt, as if we selfishly consider events only in relation to us, not considering the context and the bigger picture.

For example, there are often problems with sales managers and customer relations managers, because the customer is not informed about the terms of the contract. Without consulting a lawyer, signing terms that later turn out to be unacceptable creates a difficult situation.