Winning the argument but losing the customer
'Don't win the argument and lose the customer' is a phrase I noticed displayed in the offices of a large mobile phone operator during a visit to London earlier this week. It really does make you think how important it is to constantly remind ourselves of the big things that can help customers behave the way we want them to.
At the end of the day, choice is the name of the game in today's market and with more and more complexity around everything we do, there is more scope for things to go wrong and for customers to vent their frustrations at our staff.
Knowing how to deal with this is something managers needs to take seriously and of course, it is never a one and done thing, but something that needs constant reinforcement.
Ironically, travelling back to Glasgow that same evening, I was on one of the last BMI flights to Glasgow - enjoyable as ever but unfortunately that choice will disappear from 31st March.