Essay on “The Customer is Always Right”

"The Customer Comes Second" is an account of the management and leadership style of Hal Rosenbluth, the Chief Executive Officer (CEO) of Rosenbluth International, a global travel management firm that was founded in 1892 by Marcus Rosenbluth, Hal’s great-grandfather. The premise of Hal Rosenbluth’s management style is just as the title of the book suggests; concentrate on your employees first and your customers second. I found the management practices outlined by Mr. Rosenbluth to be innovative and applicable to all types of business, not just the travel industry. I was also very intrigued by some of the creative employment practices used by Rosenbluth International as well as their fight to stay alive in the travel

Not to our surprise, the employee would almost always choose their economic stability over their integrity. It is still not easy to say that the employee’s conscious didn’t warn them of the risks, the first time. It begins with just a simple upgrade tune up and then trickles to $1,000 in new auto parts. If we look back at the Sear’s auto mechanic example, a mechanic could easily convince the customer that their car needed a whole new system because of the customer’s lack of knowledge of the subject. The customer automatically assumes there is a guaranteed trust commitment to their service, but in turn gets fooled. The evidence unearthed by investigators found nearly identical reports of cheating at one Sears auto repair shop after another.

When I first started working at the Warren Theatre I heard the same thing at every staff meeting. “The customer is always right.” Most people question if the phrase is true or not and I believe it has its rights and wrongs. Everything has its pros and cons and for this phrase to make a point the customers must always be right; however, I am here to tell you that if someone tells you this statement they are wrong.

Training is a key resource in any business , as it plays a important role for the business in making more money. The business should ensure that employees are all adequately trained for the specific tasks, and investigate other reasons for the poor quality of the output. Marks and Spencer do offer training programmes to all their staff to make sure they are working

I did some digging as well and came up with some existing literature on the subject of employee sabotage. Although sabotage can inflict serious damage, Cole and Ring (2005) believe it can be easily prevented if one is cognizant of the warning signs. Employee termination is one of the main causes for retaliation against the corporation. In many of the cases, the retaliation is against one particular individual – the main motive being revenge. Key findings from a 2005 survey found that the majority of sabotage attacks were accomplished through use of the company computer equipment (Cole & Ring, 2005). In particular, the attacks were accomplished by working remotely, during outside working hours through backdoor hacks and compromised accounts.

My customer service philosophy is to go above expectations and provide superior customer service on every call. I use to work in a call center that monitors quality service. You could never determine which call is recorded so on every call I decided to ensure that I give each customer my undivided attention. Ensuring every call was handled in a professional manner and most clients felt I went above their expectations. I received tons of customer service feedback from customers explaining how delighted they were to have an agent that cared about their needs and wants. How I was able to do what they thought was impossible. I received several recognition awards, the company offered me an increased in pay and offered me a promotional role to a

the external customer and the employee. In today’s economy organizations like Walgreens are encouraging employees to devote more time assisting customers with prolonged disorders. Cable companies like Verizon and Comcast are giving their employees more professional development opportunities to ensure that the agents are thriving in customer service and satisfaction. Financial companies like American Express are intensifying agendas targeted to getting employees to create improved affiliations and interactions with all customers.”(Mattioli). This tells me that more companies are starting to realize that proper training is crucial to the success of their business.

I have always believed customers are the focal point of any business. I found that having satisfied customers does not mean you are doing a good job. It may mean the customers are satisfied because their expectations are so low and there is no one else doing any better. Having

When assessing the quality of customer service, there are many methods of gaining information, it is said by Mclean-conner (2006) that generally a combination of different methods will provide the best knowledge of your customers.

When selling products to customer I must thoroughly know details of the product that I am selling, and must be confident, knowledgeable, persistent, and honest with the customer. There are many people that I had to deal with from day to day at Truscott Bakery. This includes sales representatives from differing companies, delivery people, employees and customers. Many different personalities from different walks of life. I thoroughly enjoyed this learning experience as it allowed me to harness my skills and utilize them in the business world. I learned that it takes a lot of dedication to be able to run a successful business. I also learned that your business is only as good as the people working in it, therefore you might need to weed out some people that can be harmful to your business in order for it to run smoothly.

As far as the employee training is concerned, the employees are extensively trained so as such to ensure that they are able to satisfy the arising concerns and needs of the customers effectively and efficiently. They are actually made to practically exercise resolving complaints and other service problems on the spot. Moreover the employees

Harris and Ogbonna (2002) deny this perspective, and its assumption that employees are “malleable” and “submissive”. They also deny perspective that a saboteur is “deviant” as this may suggest that the individual is acting irrationally. Employees willingly misbehave and are fully intent in such actions (Harris and Ogbonna, 2006). Authors suggest that sabotage offers “equalisation” as it allows employees to react to difficult consumers or management demands (Harris and Ogbonna, 2006).

Have you heard of the Wal-Mart lingo “customer’s always right?” Well, the lingo only work for Wal-Mart because the notion is far from that at Roadrunners or “Roadies.” I started working night shift at Roadies in the beginning. And then moved to swing shift to opening shift at 4AM, Mondays thru Friday. So, I know the whole operation like the back of my hand. Roadies in Wapato, is known for its hot deli food. The convenience store is a one quick stop shop when you’re in a hurry, for a quick bite to eat, or a convenient stop for gas when traveling afar or when the gas tank is just simply low on fuel. Especially with an icy cold hard beverage (for 21 years old and over) that’ll do with hot wing justice. The place offers a totally different atmosphere throughout the day. It’s a completely different operation from mornings, middays, and nights. The customers vary from different times of day and night and I can almost predict the type (crazy and crazier) of customers at the same time of the month as well.

Customers dealing with the business feel that the business listens to them more hence stay with the business longer.

As we know that the customer is regarded as The King. Customers are the lifelines of the business. No business can be done without them. But in the competitive market, you can get the customer but the more difficult is to retain the customers, and this can only de done if we satisfy customers from head to toe. If we will not satisfy the customers then they will leave our organization and join other. Today if the organization has the largest customer base then it may be possible it cannot provide the best services to all these customers.