For Your Windows


on December 20, 2010

The other evening at a holiday gathering, I was talking to a woman I had just met who cleans houses for a living. She mentioned that she was going to “fire” one of her customers who never showed any appreciation for her work. I thought back over the years at the times that has been necessary with my own businesses.

Those customer service concepts I grew up with such as, “The customer is always right” or “100% guaranteed”  have certainly transformed along with the business itself. But, is the customer always right? How do you behave as a customer?

We used to have a call centers, known then as  “phone rooms,” and I trained a lot of people to work in them. My first question to someone interviewing was, “What do you do when someone calls you selling something?” (This was before caller id) If the interviewee said, ” I hang up!” I would tell them the job was probably not for them. My thought was if they did not like someone calling them, they would most likely not do well calling others.

My point here has nothing to do with sales calls, but it does have to do with flows going both directions. How do you act when you are a customer? Do you think it in any way determines how you get treated as one?

These flows usually match, whether you are a customer  wanting good service or a business owner wanting happy customers who appreciate your work. However, that does not mean you will always want to keep every customer. Nobody is always right.


  1. Ken says:

    Well Said Aunt Toddy!

    Thank you for sharing
    Merry Christmas to you all

  2. Julie says:

    Very well put Toddy… true!

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