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glennuine draft (oboe_sama) wrote in customers_suck,
@ 2002-11-15 02:01:00
ARRAY(0x7f12ad0572d0)
Mood: contemplative
Music:Running One (Large Mix) - Run Lola Run (Soundtrack) - Run Lola Run

partially related to sucky customers...

my management professor keeps saying how great herb kelleher (former ceo of southwest airlines, but still on their board of directors) is as a manager, and after hearing her talk about him and watching a movie about him in our management class, i decided to check out the book NUTS!: Southwest Airlines' Crazy Recipe for Business and Personal Success from my local library. it's been really interesting, especially with how southwest treats their employees / customers:


The customer is not always right. Employees, not customers, come first. So readers learned when Reader's Digest ran this excerpt from Tom Peters in its July 1995 "Personal Glimpses" feature:

While Southwest Airlines CEO Herb Kelleher gives customers a terrific deal on an airplane seat, he makes it clear that his employees come first - even if it means dismissing customers. But aren't customers always right? "No, they are not," Kelleher snaps. "And I think that's one of the biggest betrayals of employees a boss can possibly commit. The customer is sometimes wrong. We don't carry those sorts of customers. We write to them and say, 'Fly somebody else. Don't abuse our people.""


later in the chapter, it says how they've recieved complaint letters from customers, and in particular one lady who would write in with a complaint each time she flew the airline. eventually the customer relations people left it on kelleher's desk with a note saying that this one was for him... "In sixty seconds, Kelleher wrote back and said, 'Dear Mrs. Crabapple, We will miss you. Love, Herb.'"

imo, THAT is the PERFECT way for companies to support their workforce... take care of the workforce first, make sure that they are happy in their jobs, and the workforce will take care of the customers, which takes care of the business. and when you get those pissy customers that just can't be pleased no matter what you do, feel free to show them the door.

i just finished reading the book today, and i strongly urge people to read it if they get a chance - it's fascinating! ^_^


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