For Whom The Bell Toils: Words to Lift By. A blog for all KBC-trained instructors, their clients, and kettlebell/fitness enthusiasts everywhere.
In 10 years of dealing with everyone from Independent Trainers, Group Exercise Managers, Club Owners, Managers as well as having served a turn in high end retail, a server, and bartender myself while in college and grad school, I can say absolutely and without fail, "The customer is not always right."
Most customers, when treated fairly and with respect, will give you the same in return. (I'm a glass is half full kind of guy.) Still, there are absolutely those smaller number of customers who will, no matter what happens and what you offer, act unreasonably, try to take advantage of the vendor, and really push the proverbial envelope. So. . companies have put policies put in place to minimize this sort of behavior. Totally understandable. . .but only up to a point. The story presented here is absolutely unbelievable on every level. Read the entire thing. You'll be hooked. Seriously. And the very last sentence? Once you find out how much it's all over, is even more sad.
The moral of the story? Give your employees the power to (within certain constraints of course) make some decisions for Pete's sake! I'm no HR expert, but the papers I've read about these types of things do validate this sort of approach.
PS: If you're interested in (another) great article on why the customer is not always right, this gentleman says it much better than I ever could. http://positivesharing.com/2006/07/why-the-customer-is-always-right-results-in-bad-customer-service/ So again. . .empower your employees! Let them know the parameters of the decisions they're allowed to make, but at least (for the sake of your company and the sake of your employees) allow them to do something!