What is it about that name? If your name is Karen, my apologies. My sometimes partner-in-crime, Chris Andrus, wrote this great blog about standing up to customers in defense of your employees.
I can’t imagine how hard that is in the service industry, maybe you will read this and be less of an asshole to your servers. If not, stay home and make yourself some mac & cheese, cause you suck.
A lot of businesses have the approach of “the customer is always right.” One of our core values at 8THIRTYFOUR is “We Are Not Assholes,” and that applies to everyone we interact with, but that doesn’t mean we are doormats. I am fiercely protective of my staff, and sometimes that means standing up to a client if they are disrespectful or out-of-line. I have parted ways with a client due to this in the past.
Think about it for a minute, if your employee is disrespected by one of your clients and you do nothing, what does that say to them? They are less than? Their point of view is irrelevant?
Start Here:
- Speak with your employee and ask what happened.
- Investigate into circumstances. This could be reviewing a project, communication, etc.
- Have a conversation with your client.
- Come to a resolution, and sometimes that is telling your client they were out of line.
If you trust your employees, you will always err on their side. Their track record with your company speaks for itself.
The world would be better off if we all lived by the Golden Rule of treating others how you want to be treated. As a business owner, it is your job to ensure your employees feel safe and protected.
It’s time to let go of “the customer is always right,” it just isn’t true.
Comments (4)
Amy L Charles
Chris’ blog is outstanding. THAT is leadership!
Having worked in the service industry in various roles over many years, I saw all manner of poor—if not downright horrid—behavior. Stand up FOR your employees! Stand up TO those customers who try to run roughshod over them and your business.
Peace. (Really.)
Kim
So true!
Kellie
I used to work at Starbucks and a woman yelled at + blamed me for her being late to her flight. We were the only Starbucks in town and always super busy. She had to stop in on a Saturday morning to get her precious coffee (the airport here has a Starbucks in it FYI)…. GET OUT OF HERE KAREN
Kim
This is amazing. F U Karen.