Tuesday, July 23, 2013

Customers Aren't Always Right, But They Deserve Respect

We arrived at our hotel room here in Nova Scotia after an exhausting first vacation day to find two roaches on the wall. When I mentioned it to the desk attendant the next morning, I was met with a curt denial: "No you didn't; it was an earwig."

I don't believe that customers are always right, and sometimes they need to be educated. What is inexcusable, though, is a lack of empathy. Escalating a complaint situation by invalidating your patron's own version of the truth is a sure way to lose them for life.