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."
Labor Day celebrates the American worker. However you may celebrate, we wish you a Happy Labor Day!
Quick! If someone says "Julius Caesar," what comes to mind?
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."
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