Here goes blog quote #281...
"The customer is not always right. However, the customer does always win."
Donna Walter, retail store manager-
What a great quote here by Ms Walter. We have all heard the line in business.. the customer is always right. In today's business world, it is ever important to give your clients and customers A1, Gold Star, Top Dog treatment. The reality however, is, the customer is not always right.
I believe the quoter here was sharing this with her staff in a positive way. If the customer WAS always right, then that would mean the employee would always be wrong. Not the case, impossible, and also a downer! With that stated, to give the customer the red carpet treatment is still the ultimate goal. While recognizing that they may not technically be right, try to make it so they do get their way, ie winning. I found this to be excellent managing on Walter's part. Everybody wins.
That's my view...what say you?