The business world sometimes appears to be a war zone. Customers and clients feel that businesses dont respect them. Workers mutter about the treatment from customers or clients, co-workers, supervisors, or employers. Employers complain about employees and customers or clients. Everyone seems to be angry about someone else. Lets choose one battleground and examine it: the relationship between business representatives and customers (which includes clients). The old adage still exists somewhere that the customer is always right. Mrs. Smith fumed as she left the store. If the door werent automatic, she would have slammed it behind her. Fifteen minutes I stood there while those clerks visited. Dont they know without customers, they wouldnt have jobs? she complained to her friend. That business probably lost a customer. In another business, the receptionist tried to keep a smile on her face as a client berated her because the person he wanted to see wasnt available. Im sorry, sir. Mr. Moore had a meeting across town and hasnt returned. Ill gladly take a message. She smiled broadly. Im sure he will contact you as soon as possible. She shrugged. I really dont know what else I can do unless youd like to talk to someone else. The angry man paused and stared at the young woman. Im sorry. Theres nothing you could do. Im sorry I took my frustration out on you. He gave a half-smile. Is there someone else who might help me? That business probably kept a client. At an ice cream shop that made their own ice cream sandwiches, a woman ordered one of the sandwiches. The clerk informed her that the ice cream hadnt had time to solidify yet, but if she would wait about ten minutes the sandwiches would be ready. The woman glared before stating, I want one now. I dont want to wait ten minutes. If I give one now, maam, the ice cream would drip everywhere. I dont think youd be satisfied. I dont believe you. Now are you going to give me an ice cream sandwich or not? The clerk looked toward her supervisor who gave a brief nod. The young clerk went to the freezer and removed a paper wrapped sandwich. She took the womans money and gave her the sandwich. The woman walked out of the shop and returned moments later, ice cream dripping down her blouse. Look at the mess. I want my money back, she yelled. The clerk hesitated, not sure what she should do. I said I want my money back, and now, the woman insisted. As the clerk opened the money drawer, her supervisor joined her. He patted her shoulder. Give her the money. He then turned to the woman on the other side of the counter. You owe this young lady an apology. She told you, and very nicely, that the sandwiches werent ready, but you insisted she sell you one. You do not have the right to speak to her as you have. He took a deep breath and continued calmly. Please take your business elsewhere if you cant or wont treat my employees better than you did Marsha. That business may have lost a customer, but the supervisor was correct to support his employee since in that case the customer was not right. Is the customer always right? No, but many times she or he is. People relying on customers or clients in order to have a business need to treat the customers with respect. If employees are being mistreated by a customer, a supervisor should step in and protect the employee. Personal conversations and personal business should wait until the customers needs have been met. Many times a smile and respectful speech can change the attitude of an unhappy customer. Most of the time the customer has to be happy in order for an employee to have a job to keep. |
