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At that point, real good service is almost impossible – the best customers can hope for is fake good service. “And I think that’s one of the biggest betrayals of employees a boss can possibly commit. The hat was causing other passengers and the crew discomfort, and that interfered with the flight attendant’s duties. He bought a ticket on our airplane, and that means we’ll take him where he wants to go.You know the kind I mean: corteous on the surface only. the excellent book about Southwest Airlines shows: Herb Kelleher […] makes it clear that his employees come first — even if it means dismissing customers. But if he’s going to be rude and offensive, he’s welcome to fly another airline. If you liked this post, there’s a good chance you’ll also enjoy: Thanks for visiting my blog.Using the slogan “The customer is always right” abusive customers can demand just about anything – they’re right by definition, aren’t they?

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When he’d finished the task and returned to the office, he told management about his experience. Just like Kelleher dismissed the irate lady who kept complaining (but somehow also kept flying on Southwest), Service Gruppen fired a bad customer.

Note that it was not even a matter of a financial calculation – not a question of whether either company would make or lose money on that customer in the long run.

Put employees first, and they will be happy at work. Don’t abuse our people.'”A Continental flight attendant once was offended by a passenger’s child wearing a hat with Nazi and KKK emblems on it. We made every effort to explain our policy and the federal air regulations, but he wasn’t hearing it.

Employees who are happy at work give better customer service because: When this attitude prevails, employees stop caring about service. It was pretty offensive stuff, so the attendant went to the kid’s father and asked him to put away the hat. “My kid can wear what he wants, and I don’t care who likes it.” The flight attendant went into the cockpit and got the first officer, who explained to the passenger the FAA regulation that makes it a crime to interfere with the duties of a crew member. He even showed up in our executive suite to discuss the matter with me. I didn’t want to see him and I didn’t want to listen to him.

The fact is that some customers are just plain wrong, that businesses are better of without them, and that managers siding with unreasonable customers over employees is a very bad idea, that results in worse customer service. If you're new here, you should check out this list of my 10 most popular articles.

And if you want more great tips and ideas you should check out our newsletter about happiness at work.In a perfect storm of corporate greed and broken government, the internet has gone from vibrant center of the new economy to burgeoning tool of economic control.Where America once had Rockefeller and Carnegie, it now has Comcast’s Brian Roberts, AT&T’s Randall Stephenson, and Verizon’s Lowell Mc Adam, robber barons for a new age of infrastructure monopoly built on fiber optics and kitty GIFs.When it’s a choice between supporting your employees, who work with you every day and make your product what it is, or some irate jerk who demands a free ticket to Paris because you ran out of peanuts, whose side are you going to be on? Of course there are plenty of examples of bad employees giving lousy customer service.But trying to solve this by declaring the customer “always right” is counter-productive.It was a simple matter of respect and dignity and of treating their employees right.