He even showed up in our executive suite to discuss the matter with me. I let him sit out there. I didn't want to see him and I didn't want to listen to him. He bought a ticket on our airplane, and that means we'll take him where he wants to go. But if he's going to be rude and offensive, he's welcome to fly another airline. The fact is that some customers are just plain wrong, that businesses are better of without them, and that managers siding with unreasonable customers over employees is a very bad idea, that results in worse customer service.
Alexander Kjerulf, the "Chief Happiness Officer," is one of the world's leading experts on workplace happiness and the author of Happy Hour is 9 to 5: How to love your job, love your life and kick butt at work. Alexander is a speaker, consultant, and author with a global following of millions.
News U. Politics Joe Biden Congress Extremism. Special Projects Highline. HuffPost Personal Video Horoscopes. Follow Us. Terms Privacy Policy. Part of HuffPost Business. All rights reserved. Danish IT service provider ServiceGruppen proudly tell this story:. They care more about other people, including customers.
They are happy, meaning they are more fun to talk to and interact with. Employees have no right to respect from customers. Employees have to put up with everything from customers. Try your best to resolve the conflict , but if it comes to either taking the side of a customer or that of your employee, it is best to choose that of your employee.
Supporting your employees will always pay off for your business in the long run. Happy employees will go the extra mile to provide good service and make your customers happy. Gordon Bethune is a brash Texan who is best known for revamping Continental Airlines. In his book, he discussed this topic. You have to value them. This viewpoint balances the employee and customer relationship.
When you consistently value the customer over the employee, it causes resentment among employees. Your customers must understand that while they are valued and appreciated, the business and your employees come first. How your customer feels cannot always come before your team. If a business owner consistently sides with the customer in times of conflict without giving the employee a chance to provide their input, it demoralizes the employee and can result in hard feelings.
The employee often ends up resenting management and becomes bitter. This can affect their job performance, ultimately ending in poorer customer service to other customers. It might be worth remembering the old popular Latin phrase: caveat emptor — buyer beware.
Sometimes the customer may bear some responsibility. Nov 11, , pm EST. Nov 11, , am EST. Nov 10, , pm EST. Nov 9, , pm EST. Nov 9, , am EST. Edit Story. Sep 24, , pm EDT. CMO Network. What they were attempting to do was to make the customer feel special by inculcating into their staff the disposition to behave as if the customer was right, even when they weren't. The trading policy and the phrase were well-known by the early 20th century.
In his store he follows the Field rule and assumes that the customer is always right. Whether the phrase was coined by Field or Selfridge it is fair to call it American.
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