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Is The Customer Always Right?

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




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