I had a question. Yesterday I had a guest blaming a cashier for something that was the guest's fault. I resolved it quickly and the guest walked away happy, thinking she was in the right. That's business, you know? She was just being dippy and wanted to blame it on someone else. The cashier is peeved at me for not setting the guest straight. I let people believe they're right all the time, I'm not sure I understand what the big deal is. I asked the cashier if he could see the benefit of letting the guest walk away happy and he said that he did, but he still didn't think it was right.
Is there a better way of explaining why letting stuff slide is good guest service? Or is there some way I could have clued the customer in on her mistake without pissing her off?
Some variant of "do not feed the negative energy creature"?
Part of customer service is making the customer/guest feel good. As long as no one looses-- the customer needs to feel like you place is a good place. There are lots of things that a customer doesn't need to know -- Without knowing what things went wrong, not sure you can explain.
I think "The customer is always right" pretty much covers it.
People do tend to flip out around funerals and services, Nora.
text I just sent tom: "OMG, everyone is crazy except for me!!!"
It will all unfold. I just hate everyone yelling at me. I just have to deal with it though.
I believe in "the customer is always right" up to a point, at some point you have to let the customer know that there is a line and he's stepped over it.
At some point "we stand behind our employees and thank you to take your business elsewhere" is a good one, too.
The trick, as these things usually are, is finding and dancing along that line.
Unfortunately too many times I have been involved with situations where the line has been, in my opinion, in the wrong place.
"OMG, everyone is crazy except for me!!!"
and knowing is half the battle!
You should pile up lots of karma points for being the not crazy one, Nora. Perhaps if you weren't the one dealing with it you would be on the other side with the crazies. Strength and peace ~ma coming at ya.
Yeah, Daniel. That line is a tricky fucker. I know I've had it in the wrong place more than once. There have been instances where the customer was wrong too. Like the time this couple got caught theatre hopping and they asked the usher who caught them to write a letter of apology.
