Want good customer service? Good behavior is a good start.
BANTER BITE BACKSTORY: We grew up hearing the expression "the customer is always right," and Red certainly agreed with it; and while Black understood the customer service aspect of it, she did question its impact on employees (why would you "automatically" side with a customer over an employee without knowing the details). And that was before the pandemic changed everything, but especially customer behavior.
Until recently, Red didn't think much about why the customer was "always right," but it reminded her of years ago when Black shared her amusing (or, at least, to Red) version of the Golden Rule, "He who has the gold, rules. "So, wouldn't that also apply to customers? Wouldn't a happy customer be a loyal customer?
As much as Black wanted to get into all the reasons why the cliché of the customer always being right didn't make sense, or even that the concept evolved into focusing on positive customer experiences (the pandemic has resulted in some positive changes and trends), she realized that customers' combative behavior is hurting us all, so what needs to be said is,
I get it. Everyone, myself included, is tired of the pandemic and the associated "politics". Emotions are running high, and tolerance and patience are running low. However, none of that is an excuse for rude or aggressive behavior. The customer is not only not always right. But, can be flat-out wrong. Full stop.
Of course, Red, although not trying to minimize the impact of Black's statement, couldn't help but think of a scene in a movie (a car-related one, no less),
One of my favorite scenes from "Ford vs. Ferrari" is when a rather rude and obnoxious customer tells Christian Bale's character (who's British) that "in this country, the customer is always right" and Bale replies, "yeah, bunch of nonsense."
If you think today’s politics are ugly … let’s talk about a man who named himself “dictator for life” of the Roman empire, and is then assassinated by a group of senators, including his best friend. (However, there’s a “pretty” part – Cleopatra was his mistress.) Food trivia and leadership lessons aside, the fact July is named after him is the perfect excuse to rerun one of Red’s favorite Banter Bites …
Quick! If someone says "Julius Caesar," what comes to mind?
BANTER BITE BACKSTORY: Almost everyone has heard of Julius Caesar, but how many of us really know much about him, or at least that's what Red starts to wonder when she receives the usual flippant, but still accurate, reply from her sister, after feeling very proud that she knew that July was named after the famous Roman.
Which is what got Red to realize, much to her surprise (shock, if truth be told), that even as a straight-A student with a love of history, that when it came to Julius Caesar, a famous historical figure and possibly one of the greatest generals and statesmen of all time, she couldn't tell you dates or battles or anything "historical" associated with him.
Even as a theater major in college, she never read Shakespeare's "Julius Caesar," although she knew just enough about the play to know that it was where the fortune teller warned Caesar to "Beware the Ides of March." Instead, her knowledge of Caesar came from her love of movies.
My first, and probably my most enduring, memory is of a brilliant general who not only commanded armies as he conquered lands far from home but was a great statesman who was also involved with one of the world's most beautiful women. And while he was Julius Caesar and the woman was Cleopatra, to me, they'll always be Rex Harrison and Elizabeth Taylor in Cleopatra, a movie almost as controversial as the general himself.
And Black? Besides knowing that Caesar Salad was invented by a different Caesar, she appreciates Julius Caesar's leadership skills and way with words,
There is much we can learn about leadership from Julius Caesar, whether on the battlefield, in politics, or in business (start small, take risks, communicate well), including what ultimately led to his death (always consider worst-case scenarios, never get complacent or arrogant). Many of his quotes speak (pun intended) to his powerful way with words, and the ability to not only deliver a message but to inspire (and story tell), with my favorite being, "I came, I saw, I conquered."
We don’t know about you, but we hate bathing suit shopping. So, we can’t imagine what it must be like if you’re looking for a gender-fluid one. And why would anyone get their panties in a knot (as Black would say) if Target sells them? Or Pride-themed merchandise? But clearly, people did. Which makes us ask … why should Target have such a difficult time supporting their LGBTQ+ (there are variations of this acronym) customers? And, more importantly, why can’t we let people celebrate who they are without facing a backlash of prejudice and violence?!
Rainbows are beautiful and suggest something magical. But during Pride Month, they also become a symbol of love, support, and understanding for the LGBTQ community.
BANTER BITE BACKSTORY: Until yesterday, when Black explained it to her, Red, like many people, didn't realize that Pride Month evolved from a tragic event, the Stonewall Uprising, into both a tribute and a memorial before it became a worldwide celebration of the LGBTQ community.
In fact, Red believes that if she hadn't pursued a theater degree at college, she might have gone decades without getting to know someone that was gay. However, looking back, she's sure that she had high school classmates who would later be able to identify themselves as LGBTQ, but back then had to keep it a secret in fear of being bullied, ostracized, or possibly even disowned by their families.
I was a freshman at Wake Forest University, a Baptist school in North Carolina in 1980, so not someplace you would expect to find an outwardly gay person. However, I spent almost all of my time at the theater department, which is where I first met "Bryan." You couldn't help but become friends with him because he was so incredibly funny and talented. But there was something else about him, and although initially I couldn't quite put my finger on it, I soon realized that he was gay. I had grown up sheltered (that's an understatement) in a neighborhood that was almost exclusively Jews and Italians, and now was at a school that was even more "white bread" than that, but my only thought was, "Ok, cool, now I know a gay person."
Black, being five years older and having gone to school in New York City and then London, was more worldly than Red (that's not saying much), not to mention she tended to date much more than Red did.
I was at London Business School, and this was 1978, back when private clubs and discos (like Tramp's and Annabel's) were all the rage. One of the other Americans, Bob, a very handsome Black man, invited me to go clubbing with him. I got all dressed up for a night on the town, and the minute we walked into the first club, I felt like a kid in a candy store – it was filled with incredibly good-looking men, and I seemed to be one of the few women. The odds were in my favor. But then, the penny dropped, and I asked Bob if this was a gay club. It was, and I think it was his way of letting me know he was gay (or maybe he thought I already knew), but I thought it cruel. It was like being in that candy store, but being told you can look, but you cannot touch.
As Baby Boomers, our opinions and attitudes toward LGBTQ were influenced by our first encounters, so we saw them as people who merely had different sexual preferences. Full stop. Red's daughters, who are 18 and 22, laugh at the fact their mom and aunt can remember their "first time" as so many of their friends are LGBTQ. No big deal.
So, what can we each do to celebrate Pride Month and show our support? Of course, Red loves the idea of cooking, watching movies, and reading books, while Black knows there are many highly effective workplace activities. But what's most important is finding a way to commemorate and bring awareness to a population that includes our families, our friends, our neighbors, our communities.
No matter what holiday you may celebrate, Red can’t help but quote a line from one of her favorite Christmas songs, “Have yourself a merry little Christmas. Let your heart be light. From now on, your troubles will be out of sight.”
And Black can’t help but point out that the song wasn’t introduced in a Christmas movie but in the movie "Meet Me In St. Louis."
Wishing you a merry everything and a happy always!