Being Right vs. Doing The Right Thing

http://www.vimeo.com/10762577

All too often in business, the simplest act of kindness and compassion get overlooked. Buried under words like “policy’ and other babble. The customer may not always be right, but digging your heels in to be ‘right’ and to ‘win’ against a customer isn’t a ‘win’. Simply listening, acknowledging and making the effort is often all it takes. When you choose to do the right thing over ‘being right’, you win, and the customer wins.
It is in these opportunities that true raving fans are born!

(inspired by Tamara and Nina at Coastal Federal Credit Union who think ‘they won’, but really just showed how poor their customer skills really are)