I’m a very customer-oriented individual — I believe that business interests as a priority are one step below customer concerns; but I am close to proposing that the classic age-old policy of the “customer always being right” be either thrown out or be amended.
The other day I walked into a Mr. Sub (a Canadian version of Subway, Quiznos, or whatever other sub sandwich chain you can add to the list). As I entered the restaurant floor, there was a relatively big man already ordering his sub so I just nodded my head at the guy preparing sandwiches and proceeded to wait patiently for my turn.
What I then observed was an astounding level of arrogance, the abuse of power as a customer, and poor regard for the person making the sandwich. While loudly talking on his cell phone, this man nit-picked at every detail of the sandwich that was being prepared — questioning each action that the person was taking to prepare the sandwich. Not only was this man ordering 3 subs, he was making life difficult and complicated for this Mr. Sub employee. Let me put it this way, if you can’t figure out what you want on your sandwich — stand aside and give it some thought before you order rather than changing your mind every two minutes while not talking on your cell phone.
I realize that customers demand quality but let’s also realize that this is an eight dollar sub. I don’t think the employee gets paid enough per hour to get abused in that manner. No simple “please” or “thank you” from the customer either when the transaction was completed. Making a sandwich may not seem like a lot of work to people but making a sandwich that a customer will like is!
Photograph by The Consumerist
I merely smiled understandingly at the guy preparing the sandwiches after the other customer left. Then something intriguing occurred, as I paid for my sandwich — I was told it was free cookie day. I was pretty sure that the guy before me never received a cookie. Now there’s an interesting policy to promote — it is worth noting that nice customers should always be rewarded.
I often have this argument with my dad because he will get outraged about a problem and puts the pressure on a customer service representative. Many people including my dad argue that it is the customer service representative’s job to listen and solve problems. This includes accepting the frustration or anger vented upon them.
I completely disagree.
A customer service representative is to listen to the problem and attempt to resolve it. Granted, as a customer, we are saddened, upset or angered by something and demand some form of action — but I reject the notion that service people exist to be pressured and vented upon in order to correct a problem that may or may not be out of their control.
The inherent problem with this policy and ideal is that it permits consumers to identify the service employees as something other than human. You ask, what’s the big deal? I think it is because we’re subjecting generation after generation of people to accept that the customer is always right when that is completely untrue.
IF we intend on accepting this notion that the customer is always right — then the best customer service representatives (CSR) should be compensated as well as the executives in the boardroom. These service reps are the actual face of the company and confront the problems of the organization from day to day — why shouldn’t they deserve more? These are problem solvers that should be getting a decent salary instead of a measly hourly wage.
Don’t believe me? Let’s look at a few websites out there:
- The Disgruntled Burger King Employee
- Customers suck
- Not Always Right
Want more? Here’s a list on Google to look over.
Business experts tend to promote the principle of listening to the customer to decipher problems in the organization while others like Seth Godin have suggested simply refusing to do business with the customer, both of which don’t actually help the customer service employees.
I really do feel for customer service employees — especially with my past experience on the retail and fast food years ago. I believe the principle of karma is in play when it comes to the ideal of customer service. Let me put it this way. Working in the service industry — nice customers were always treated well and were remembered. Abusive customers were also remembered and while they also always got what they wanted, it may not always have been the best solution for them.
There are always hidden rewards for being nice to your customer service rep. Just understand that they are human too.
{ 2 comments… read them below or add one }
Good points here Ehren. I understand where you’re coming from as a lot of consumers feel its their ‘right’ to act a fool towards employees, no matter what situation & industry.
I think a conscious effort to show good will towards CSRs, and the like, goes a long way for the overall business and the rapport they’re able to build with their customers.
One thing I would’ve done though is give the cell-phone babbling customer that free cookie. Give it with a smile. Not referring to the old adage ‘kill ‘em with kindness’ but more so to try to impact that offsetting customer in a positive way so that he may come in with a different attitude next time.
Thanks for dropping a comment Sonny. I don’t know if giving the abusive customer a cookie would have helped. From my perspective, giving them a cookie would be like providing additional incentive to bad behaviour — it would more likely increase that customer’s expectations of what he or she deserves with regards to treatment despite how they treat others. I’m not saying that an employee shouldn’t try to offset the customer in a positive manner, but if the customer continues to act in poor taste, then there isn’t much point and that would just result in low employee morale.
The problem from my opinion is that some customers carry the mindset that they have the right to verbally abuse or simply make life difficult for staff or that they somehow feel superior. An employee’s job is to solve the problem but if the customer were to harass them in a manner that is purely disrespectful with the threat of reporting the employee to management, then I see no benefit for the employee to go beyond the call of duty to help this person.
The rewards should be for the customers who are patient, kind, and understanding. They are the ones that the CSRs should develop connects with.