We need to redefine the worker-customer relationship.
"The customer is always right" needs to go away forever. A worker should be able to tell a customer if they're being a jerk, and their manager needs to have their back. Give power to workers and see if they come back.
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My employees (when I still owned my business) were surprised when I told them one day that sometimes you have to fire the customer.
Some customers are just irrational and not willing to be helped in a reasonable way. I wasn't willing to let my employees be abused.
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Couldn't agree more. I had a customer sexually harass me, and my employer told me to suck it up. So I left that company.
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it has to be safety first and that means employee's protected from unruly customer's verbal and physical abuse.
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how many companies will put out ads saying "safety is our top priority" and then not let front-line workers advocate for their own safety?
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I think "customer is always right" is long gone. Try just getting a hold of a customer service rep on many platforms today, may not be available at all, or best case is 20 mins + wait in an infuriating automated system. #WellsFargo is one that I've had the most problems with.
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I apologize for the long hold times, I understand your time is valuable. Let me know what you are calling about in a DM (no account numbers) and I’ll do my best to help. -Nicole
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Correct. The customer can be treated with respect, even when they are wrong. They are not always right.
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