Wisdom holds that in business the customer is always right. But in some situations that may not be true. How do you decide whether to accommodate an unreasonable customer?

Of course, most companies want to do their very best to keep customers happy. But what if a customer demands something that doesn't fit within your current company policy? How do you determine whether the customer should be right?

Is your marriage with the customer a happy union? Is there a problem child in your business? We have 100,000 "MarketingProfs Today" counselors standing by to save your business. Submit your challenge and receive a complimentary copy of our book, A Marketer's Guide to e-Newsletter Publishing.

This Week's Dilemma

Challenging "the customer is right" syndrome

We have a policy that we don't replace items after seven calendar days. Yet, we get customers arguing that we should replace their broken purchase after the seven days are up. How far should we take the "customer is always right?"

—Philip, Product Manager

Previous Dilemma

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ABOUT THE AUTHOR

Hank Stroll (Hank@InternetVIZ.com) is publisher at InternetVIZ, a custom publisher of 24 B2B e-newsletters reaching 490,000 business executives.