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Thursday, October 20, 2005

Heroes Take Care of Customers Even If They're Wrong

It has been said, and I was taught it as a young teenager in my aunt's small hotel in Dublin, Ireland, that the customer is always right. While trying hard to accept this philosophy (With my aunt, it was a dogma!), l can still recall incidents that, in my mind, totally disproved this theory.

And yet, as I advanced in the world of business, I soon learned that the best way to lose customers to the competition was to make sure that they knew when they were wrong... and put them in their place! Can you be sure that some of your customers haven't gone to your competition because of an "I can prove you wrong" attitude on the part of one or more of your people? Employees follow examples and generally do what they’re trained to do.

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