"The customer is always right" wasn't a rule, it was consumer deception dressed up as a promise. In this episode, I go back to 1905 and the two department store men who invented the phrase to get you through their doors, then trace how it slowly stopped being a marketing promise and became something customers use against the workers who once benefited from it. Along the way: a call center study on what absorbing customer aggression actually does to a person, the year Selfridge's own store publicly walked the phrase back, and the piece of corporate mythology the internet invented to give a quote nobody ever said a happier ending.
This is also the sassiest I've ever gotten on this show, because the personal story is mine, six years behind bars from 2006 to 2012, measured pours, and the line I used more times than I can count: "Did you want a double? I'm happy to make it a double. I can absolutely charge you for a double." It almost never got me a tip. I said it anyway.
Lies We Bought is a podcast about advertising lies, branding history, and marketing deception. Hosted by Emily Rask.
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