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In these cases, the people were shopping for a fight rather than a commodity.” If you liked this post, there’s a good chance you’ll also enjoy: Thanks for visiting my blog.
But trying to solve this by declaring the customer “always right” is counter-productive.
CEO Hal Rosenbluth wrote an excellent book about their approach called Put The Customer Second – Put your people first and watchem kick butt.
Rosenbluth argues that when you put the employees first, they put the customers first.
In conflicts between employees and unruly customers he would consistently side with his people. We run more than 3 million people through our books every month. So Bethune trusts his people over unreasonable customers.
Here’s how he puts it: When we run into customers that we can’t reel back in, our loyalty is with our employees. Just because you buy a ticket does not give you the right to abuse our employees . One or two of those people are going to be unreasonable, demanding jerks. What I like about this attitude is that it balances employees and customers, where the “always right” maxim squarely favors the customer – which is not a good idea, because, as Bethune says, it causes resentment among employees.
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I am capable of affection for those who reflect my own world.“ ~Sylvia Plath Does your mother fail to show any genuine love for you…or empathy?