microsoft creature house expression 3 sheets

So Bethune trusts his people over unreasonable customers. If they think that you won’t support them when a customer is out of line, even the smallest problem can cause resentment. You can’t treat your employees like serfs. When it’s a choice between supporting your employees, who work with you every day and make your product what it is, or some irate jerk who demands a free ticket to Paris because you ran out of peanuts, whose side are you going to be on? One or two of those people are going to be unreasonable, demanding jerks. We run more than 3 million people through our books every month. Just because you buy a ticket does not give you the right to abuse our employees.

They have to put up with this stuff every day. When we run into customers that we can’t reel back in, our loyalty is with our employees. In conflicts between employees and unruly customers he would consistently side with his people. He wanted to make sure that both customers and employees liked the way Continental treated them, so he made it very clear that the maxim “the customer is always right” didn’t hold sway at Continental. Gordon Bethune is a brash Texan (as is Herb Kelleher, coincidentally) who is best known for turning Continental Airlines around “From Worst to First,” a story told in his book of the same title from 1998. Here are the top five reasons why “The customer is always right” is wrong.

Convince employees to give customers good serviceįortunately more and more businesses are abandoning this maxim – ironically because it leads to bad customer service.

Convince customers that they will get good service at this company.

The phrase “The customer is always right” was originally coined by Harry Gordon Selfridge, the founder of Selfridge’s department store in London in 1909, and is typically used by businesses to: In sixty seconds, Kelleher wrote back and said, ‘Dear Mrs. They bumped it up to Herb’s desk, with a note: ‘This one’s yours.’

Her last letter, reciting a litany of complaints, momentarily stumped Southwest’s customer relations people. She didn’t like the fact that the company didn’t assign seats she didn’t like the absence of a first-class section she didn’t like not having a meal in flight she didn’t like Southwest’s boarding procedure she didn’t like the flight attendants’ sporty uniforms and the casual atmosphere. In fact, she became known as the “Pen Pal” because after every flight she wrote in with a complaint. One woman who frequently flew on Southwest, was constantly disappointed with every aspect of the company’s operation. When the customer isn’t right – for your business

Microsoft creature house expression 3 sheets