Welcome to Rainbow City Alabama


Is The Customer Always Right?

In short, yes... uhm well, no... mayberesponsibility for genuine wrongs and doing
sometimes? O.k., so you might have gatheredeverything within your ability to correct
by now that there is no "short" answer.them. And there are schools of thought that
Anybody who truly believes that the customerstrictly forbid admitting fault. Their
is always right hasn't really given thismantra? "Better to ask forgiveness than
policy much thought.When was the last timepermission." However, by the very nature of
someone came into your business, or called onsuch an absolute statement such as, "The
the phone, or better yet emailed you with acustomer is always right," provides people,
throbbing case of the nasties? Our businesswho for no other reason but a sense of
is located just outside of the city with aentitlement, a free pass to come into your
bus stop in front. We also own several nichebusiness with the expectation that they're
market web sites. Do you suppose we get ourgoing to be able to conduct themselves
share of interesting characters?Somehow, thishowever they wish. This includes treating
philosophy/policy of, "The customer is alwaysyou and/or your employees with utter
right" has been branded into the consumer'sdisrespect and rudeness. As a result, our
psyche and repeatedly shoved in the face ofemployee attrition rate is relatively low
business owners, managers, and employees.because we allow them the discretion of
Having worked in Law Enforcement for severalpracticing professionalism, diplomacy, and
years, we're taught by our instructors andtact.Fortunately, most of our clientele allow
leaders to consider "the spirit of the law"us the opportunity to provide them with
versus "the letter of the law." Thesegenuine friendly service and resolve any
considerations dictate whether or not the copissues with a mutually beneficial outcome.
is going to give you a ticket for going 5Unfortunately, every once in a while, you
miles over the speed limit. If we're tocome across a customer, who no matter what
follow the "letter of the law," we're goingextraordinary efforts you deploy to appease,
to go by the book each and every time withoutis simply unreasonable. With that, you must
exception. It's the "spirit" that allows usthen make an executive decision and these are
discretion to listen to a creative story ofjust a few questions that should be
how your lover caught you with your spouseconsidered in rapid-fire succession almost
again and "thank God you're here to protectimmediately. Is this customer worth keeping?
me, Officer... and that's why I was speeding.How adversely will kicking him in the pants
I was trying to get away!"Shouldn't we, asaffect my business? Am I able to resolve
business owners and managers, have that samethis issue with little impact on my business
option of discretion when a less thanor bank account? Am I going to diminish my
reasonable customer approaches chanting thatemployee's sense of empowerment and/or sense
misguided mantra? Now, of course, this isof dignity by overturning their reasonable
not to say that we should not recognize ourdecision? I'm sure there are other
positions as "authority figures" and practiceconsiderations that you're likely to make,
a higher degree of professionalism,but these are the very minimum.Incidentally,
diplomacy, and tact. All of which are vitalthe person responsible for us having to
to your business. Professionalism is theendure the phrase, "The customer is always
difference between giving the appearance ofright." was a gentleman by the name of H
genuine concern, and wrapping your knucklesGordon Selfridge. Mr. Selfridge was the
on someone's forehead to see if anybody'sfounder of Selfridge's Department Stores
home. Diplomacy is being able to give yourwidely known across the United Kingdom.
customer the perception that you owe them,Perhaps Mr. Selfridge was stuck in the
and have provided them with, an apology by"letter of the law," as he died insane and
stating something to the affect of, "I'mbankrupt. Food for thought."Is the Customer
sorry you feel that our policy hasAlways Right" article authored by John R
inconvenienced you." instead of actuallyValente of Valente is co-founder of
apologizing and admitting fault for somethingIndieRetailer.com, a search engine, resource
that your company is righteous incenter, and blog specifically designed for
maintaining. Tact is being able to tell yourthe independent retail industry. John, and
customer that it appears that your (policy,wife Jennifer are independent retailers who
sign, product, etc.) was simply misunderstoodhave owned and operated a brick and mortar
without having to tell him/her that they're astore as well as several websites that
complete moron.Now, I'm also not condoninginclude CaliforniaEbooks.com, and to name a
never admitting fault or acceptingfew since 1998.



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