Do You Really Think That "The Customer Is Always Right?"

The phrasse "The Customer is Always Right?" was originally coined by Harvy Gordon Selfridge ; the founder of "Selfridge's" a Department Store in London. This phrase is typically used by business to: Convince customers that they will get good service at this company and to convince employees to give customers good service.

I personally don't think that they are always right ; and thinking that they are always right is wrong. Most of the times makes employees unhappy because you have to value your employees first; if they think that you won't support them when a customer is out of the line , even the smallest problem can cause resentment. Of course , there are plenty of example's of bad employees giving lousy Customer Service , but trying to solve this by declaring the customer "always right" is counter-productive.

It gives abrasive customers an unfair advantage and using the slogan ; abusive customers can demand just about anything. This makes the employees' jobthat much harder when trying to rein them in. Sometimes customers are bad for your business and  one's of the results is that can cause worst customer service. You have to put your employees first and they will be happy at work. Employees who are happy at work give better customer service because they care about other people , including customers ; they have more energy and they are happy , meaning they are more fun to talk to and to interact with  and they are more motivated.

On the other hand , when the Company and management consistently side with customers instead of with employees , it sends clear message that employees are not valued , that treating employees fairly is not important. When this attitude prevails , employees stop caring about service .

What You Can Do and How You can Deal with Angry Customers?

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  Always Say Sorry - It doen't matter if you are in the wrong or not. Just saying sorry you can go along way to pacifying an upset client. If you believe it's not your fault then by all means  don't apologize for the problem instead apologize for the fact that they are not happy with the product or service.
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  Ask them for an explanation - No matter what they say , don't answer back , now is the time to listen carefully and take notes.
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  Make it right - Take each of the issues you've noted in turn and resolve them , where there's an obvious solution ; just do it! Where the solution is not so simple firstly say sorry. Then ooffer the customer something as compensation . Is the customer not happy with your offer , or you can't think of a suitable offer , ask the customer what they would like you to resolve the situation.
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  Make sure they are happy
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  Follow through
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  Offer them a reason to come back
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  Improve - Evaluate how you can improve your business so you don't get the same complaint again , then make the change.

Do You think that the Customer is always right? Why? How you deal with angry customers and how you deal with them?

lizlebron8@msn.com

The Benefit To Please A Guest

Here... thinking in my corner, I began to remember good things about being a waitress and the good things about  working in a restaurant. But like everything ... has its pros and cons ... The Pros are more than cons, and I love to be working with customers and the hospitality industry ; that is the factor to be helpful or to please a guest. The Cons ... for me , everything is fine until we reached the tip ... this is just my opinion, I think that tipping is a kind of appreciation which the client gives to the waiter for having served satisfactorily. Consider the 15% ... is only a starting point, a bad service would be deducted on the way to zero if necessary, while the excellent service of high quality can be always higher.

To me good service should be rewarded and poor service should be punished. This always involves the Manager, Assistant Manager and Coach of the waiters, which is responsible to train them. But I always wondered: Why do you want to work in the service industry if you don't like to serve the guests? I really do not know. They are those who want to be waiters and complain when they have tables or do not want to attend and to top it complain that they don't receive the 15% tip or more. I really do not know, are people who can not provide excellent service and are always complaining ... It feels so good when you give a high quality service to your customer, and every time that they visit your workplace they will still ask you.

The 15% gratuity is and has become a sort of cultural tradition, that's not everybody follow, either because it's more money that has to leave to the restaurant or because they never worked in the service industry which can not recognize the work of a waiter to satisfying all your customer needs before serving. I always give the benefit of the doubt to the waiter, if food is not satisfactory or if it is, but their service is good, at least get 15%. Sometimes the waiter thinks, from their point of view: that a tip should be mandatory "But where would the service if this be so? Will miss the excellent service and high service if tipping is compulsory? It's a very difficult question to answer, because those who beneficial were the waiter and not the restaurant.

Finally, the most important thing to see and make me happy was always to see my client that always asking for me to serve them and it always made me feel great! The tip, while important, is the least confident thing that the waiter have to worry when the service is always excellent. As a waiter in the food & beverage industry , you always have to think positive, not for selling or sell them because it is most expensive on the menu, but always listen to your client. Please him always, because at the end , you are the one who's going receive a good reward ...