How often do organizations panic when there is a customer
demand or need? How often are other customers’ deadlines ignored to satisfy a
last-minute demand? How often are people intolerant or insensitive of each
other because, after all, it’s all about pleasing the customer this moment?
In truth, no decent customer expects a company to disappoint
another customer or disrupt employee lives at their expense. So often, it’s we,
the customer-facing people who create this situation.
If we decided to live up to every promise, every day, we’d
have to sometimes say no or figure
out how to do two or three things at once or, heaven forbid, ask one of our
associates for help.
It’s far tougher to
figure out how to do the right thing than to do the thing of the moment.
Barry LaBov
LaBov & Beyond
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