The Missing Rule of Customer Service: Be a Good Customer

We’ve all heard it countless times “The customer is always right.” As professionals, we are trained to be customer-centric, to go above and beyond, to stay calm and polite even in the face of difficult interactions. There are books, training programs, and countless articles teaching us how to build strong customer relationships, how to deliver exceptional service, and how to navigate demanding situations with grace.

But recently, I found myself reflecting on a question that’s rarely asked: Does the customer have a responsibility to be a good customer?

A recent experience triggered this thought. I was handling a client who, to put it simply, crossed the line from being “demanding” to being outright bullying. There were constant unrealistic demands, unprofessional tone, and a general attitude of “you must serve me no matter what.” It wasn’t about service anymore, it was about power play.

Interestingly, around the same time, I was also handling another customer. This client was the complete opposite - polite, respectful, understanding, and open to collaboration. And I found myself naturally going above and beyond, delivering more than what was agreed upon, simply because I wanted to. Their attitude brought out the best in me.

And this made me reflect even further. Because I’ve been on the other side too, as a customer. I’ve personally experienced how things shift for the better when you approach people with respect and kindness. Conversations flow easier, problems get solved faster, and people are more willing to help when they feel valued and respected.

And that’s when it hit me. Customer service is a two-way street.

Of course, it’s our job to be professional, to assist, and to add value. But I also realized how much more willing I am to go the extra mile when I’m dealing with a respectful, collaborative customer. When a customer treats you like a partner instead of a servant, it brings out your best work. You don’t just deliver you over-deliver.

It’s something we rarely talk about. But perhaps we should also think about the customer’s role in creating a positive experience

What Makes a “Good Customer”?

• Respect for the other person’s time and effort
• Clear communication and realistic expectations
• Appreciation and basic courtesy
• Constructive feedback rather than personal attacks

A good customer builds stronger relationships, gets better service, and fosters mutual respect. Because at the end of the day, people serve people. And mutual respect creates the best outcomes for everyone.

#CustomerExperience #CustomerService #ProfessionalEtiquette #WorkplaceCulture #RespectInBusiness