Updated November 26 at 12:26pm

Is the customer always right?

The Providence Business News Executive Poll is a weekly survey of 70 business leaders throughout the state, representing small and large companies in a variety of industries.

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PBN Executive Poll

Is the customer always right?


Do you agree with the philosophy “The customer is always right”?

• Yes, a company’s reputation

is important – 56.3%

• No, our policies were implemented

for a reason – 40.6%

• Yes, we need all the business we can get – 3.1%

Is a client or customer’s business worth keeping if he or she is a major source of frustration?

• Sometimes – 90.6%

• Never – 9.4%

How do you handle disgruntled customers or clients? (Check all that apply)

• Find a compromise – 78.1%

• Apologize, but stick to policy – 43.8%

• Offer free or discounted services – 21.9%

• Give in to their demands – 9.4%

Do you ever check websites such as Yelp or Angie’s List to see what consumers are saying about your business?

• No – 67.7%

• Yes – 32.3%


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