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# The customer isn't always right...
- URL: https://www.mattrutherford.co.uk/the-customer-isnt-always-right/
- Published: 2018-03-14T08:30:50.000Z
- Updated: 2023-12-04T22:07:54.000Z
- Author: Matt
- Tags: Blog

A recent customer experience led me to think about how customers don't always get it right...

We've all done it, clicked 'purchase', entered our payment details and clicked 'confirm' - only to realise that we've made a daft mistake. The wrong date, the wrong venue, the wrong timeslot.

It should be an easy fix?

Contact Customer Service, a quick chat with a helpful rep and they'll change the details for you. Worst case, cancel the order and buy again. I did this the other day, ordered some tickets for an exhibition online, as soon as I confirmed, I realised I'd booked for the Friday, and I wanted the Monday.

My mistake. 

Contacted a rep, who was incredibly polite but **couldn't** edit my order, cancel my order or refund my order. The Terms and Conditions I'd clicked, allowed for no changes or cancellations, *his hands were tied*.

I suspect I could have pressed on, complained, made a big deal of it - but a £15 purchase didn't warrant a massive issue. I repurchased for the correct day, and now I have a spare ticket which I'll give to someone as a gift.

**The poor Customer Experience left a sour taste.**

Customers will make mistakes, a good Customer Experience will allow them a way to recover from a mistake without being punished for it.

As you walk your Customer Journey and analyse the emotions a customer might feel, it's worth considering the mistakes they might make and the exceptions those create and then consider how your policies and processes create a good impression in those situations.

[Costco has a legendary returns policy](https://clark.com/shopping-retail/weirdest-returns-costco-employees-have-ever-seen/?ref=mattrutherford.co.uk), anything can go back (except electronics) as long as you have the receipt - which even allows for mistakes or buyers remorse.

Should your Customer Experience include a way for customers to make mistakes?

**After all, the customer isn't always right.**