"The trouble is that, in Japan as elsewhere in the world, the "customer is always right" mantra is having a bit of a wobble. Perhaps existentially so.
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Japan's current experience deserves attention. After many decades at the extreme end of deifying the customer (Japanese companies across all industries routinely refer to clients as kamisama, or "god"), there is now an emerging vocabulary for expressing a healthy measure of atheism.
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The Japanese government is now planning a landmark revision of labour law to require companies to protect their staff from customer rage.
The real breakthrough, though, lies in legislating the idea that customers can be wrong - a concept that could prove more broadly liberating.
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Perhaps the biggest dent left by Japan's superior standards of service, though, has been the chronic misallocation of resources. [Moi ici: Por que tenho cuidado ao usar a palavra excelente] The fabulous but labour intensive service that nobody here wants to see evaporating has come at a steadily rising cost to other industries in terms of hogging precious workers.
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Worldwide, though, the sternest challenge to the customer is always right mantra arises from its implication of imbalance. Even if the phrase is not used literally, it creates a subservience that seems ever more anachronistic. In a research paper published last month, Melissa Baker and Kawon Kim linked a general rise in customer incivility and workplace mental health issues to the customer is right mindset. "This phrase leads to inequity between employees and customers as employees must simply deal with misbehaving customers who feel they can do anything, even if it is rude, uncivil and causes increased vulnerability," they wrote."
O cliente tem a última palavra, mas o fornecedor tem a primeira, recordar o que escrevi em 2012.
Recordar "the most important orders are the ones to which a company says 'no'" em The Most Important Orders are...
Recordar Jonathan Byrnes e Justin Bieber.
Trechos retirados de "When the customer is not always right"
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