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I fell for the old adage that “The Customer Is Always Right.” Now, many years later and significant time spent pondering how to handle customers, I think there a much better way.
Rather than focus on the customer, a focus on the employee will pay off huge. If you have employees who are excited and happy, they will do amazing things for the customers.
Of course, it is not that simple as you also need to have rules and procedures to give those employees flexibility to solve problems.
In a future post, I will discuss relaxing the rules and training employees to give exquisite service.