Re: Customer Not Always Right LO2235

Bernard Girard (
Wed, 26 Jul 1995 09:09:13 +0000

Replying to LO2216 --

Is the client right? is he wrong? It does not matter. The only thing
important is to know 1/ when to say "no" and,2/ how to say "no". Whatever
we do, we sometimes have to say "no" to customers, just because we can't
do it (we don't have the skill, the ressources, it's not our strategy=8A).

The sentence "the customer is always right" is in fact very misleading.
If the clients were always right there would not be any industrial product
nor any innovation.

The customer is neither right nor wrong. He wants something we can or
cannot give him. Most of the time, at least in the consulting business, we
try to find a compromise between what the client wants and what we can
give him. In these cases, we work with him to build his question and our

Bernard Girard