Why is someone’s poor planning the fault of an employee who is just doing their job?
It is so common to see customers at the front desk of a hotel complaining about something not being corrected when they are the ones who booked it that way. This attitude is not only seen there, but also with cabin crews in planes and servers at restaurants. Is like a type of people that cannot admit that they did something wrong. They always find a way to blame it on the poor employee who is just doing their job. What makes it worse is the fact that managers and higher-ups defend the customer, knowing that they are wrong, just to preserve an image. If you asked me, I would say that defending a wrong customer over your loyal employees is not the best image for your company. You are taking the world of someone who is SO wrong that they need to start screaming so that people don’t realize that what they are saying makes no sense at all.
This rule of “the customer is always right” is so outdated and problematic. The customer is wrong 90% of the time because –shocking for some– employees know their job. If they are telling you that something is not possible, big chances are that it isn’t possible. And if they do an exception for one customer, it doesn’t mean that now it is possible. It just means that the childlike tantrum the customer caused made the manager step in. But you shouldn’t be proud of yourself if you got something because you were behaving horribly and made a scene, and the company just HAD TO to avoid looking bad. That makes you a horrible customer and an embarrassing adult.
In this Reddit story, we are just proven that this attitude may not always work, and that is VALUABLE. Customers need to know that they are out of line and that their requests are not always manageable. If you planned poorly and things don’t work as they should, well, deal with it. You are an adult. You cannot be throwing tantrums over things that don’t work your way.Â
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Author: Kayitsi.com
