Anything goes Quote by Jan Carlzon
“If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.”
About This Quote
Source Business Book: Customer Focus, Jan Carlzon, 1985
When things go wrong, the customer suffers regardless of blame; their experience matters most.
In simple terms: Customers care about outcomes, not fault.
Key Takeaway
Prioritize fixing the problem for the customer.
Themes
service
responsibility
empathy
Mood
pragmatic
empathetic
Type
business
operational
When to use this quote
- complaint handling
- service recovery
- client relations
Key Concepts
business strategy
customer experience
Questions to Reflect On
- How can organizations balance customer care with internal accountability?
- What steps prevent recurring failures?
A Different Perspective
Focusing solely on the customer can overlook systemic issues.
