The most important thing they told me at my first job, $10 an hour, was that I should prefer spending a colossal sum to harming a customer.
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Replying to @patio11
In context it was more along the lines of "Don't make them cancel kid's birthday because you don't ship balloons in time" than hitting them.
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Replying to @patio11
But, you know, "Don't summon people to manhandle your customer" also clearly implied by the general principle.
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Replying to @patio11
Anyhow, you build the culture you want employees to operate it. If you give line employees authority to make things right, then they can.
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Replying to @patio11
Another thing they did - and this was at a company with thousands of employees - was give everyone a Batphone to the CEO.
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Replying to @patio11
"You will probably never need to call the CEO, but if you do, know that he will pick up. We have never fired anyone for placing a call."
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Replying to @patio11
It is difficult for me to believe that, if phoned by gate agent, United CEO would say "Oh just have cops physically extract him. Rules duh."
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Replying to @patio11
It occurs to me that I literally saw a better resolution of this last year in Vegas at the MGM poker room.
1 reply 2 retweets 12 likes
A customer was drunk and lost a tournament (to poor play because drunk). He started loudly remonstrating and shouting "Pay me my money."
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Replying to @patio11
Three security guys -- big beefy gentleman -- show up. Floor supervisor gives them an "I've got this" wave off.
1 reply 3 retweets 13 likes -
Replying to @patio11
He takes a $50 chip out (the buyin) and says "Compliments of the house. Can I get you a cab? Tonight's not your night m, maybe tomorrow."
2 replies 5 retweets 34 likes - 3 more replies
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