Should businesses be run for the convenience of the customers or the employees?
Everyone’s business has rules, some of them pretty inviolate (i.e. customers must pay). Beyond such fundamental rules, many other rules exist for reasons of efficiency, to ensure a smooth flow of work. As laudable as those efficiency goals maybe, it is all too easy to cross over into rules that are primarily for the convenience of the employees not the customers.
“It was a beautiful day, a day to sit outside and enjoy the blue sky and cool breeze. The restaurant was mostly empty, I was the only person to be seated. I asked the host to be seated outside only to be told ‘Outside Seating is for Take Out Customers Only’. I was in no mood to argue or negotiate, if they didn’t want my business, the next place down street would.”
Two potential Customer Service oriented responses:
“Service might be a bit slower outside but I’ll be glad to sit you there if that is your preference.”
“If you would like to place your order at the counter, I’ll be glad to bring it to you but we do not have table service outside at this time.”
“Make your product easier to buy than your competition, or you will find your customers buying from them, not you.”- Mark Cuban, owner Dallas Mavericks, NBA
“Don’t try to tell the customer what he wants.” – Gene Buckley, Sikorsky Aircraft
“In business you get what you want by giving other people what they want.” – Alice MacDougall
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton, founder, Wal-mart