“Forget “the customer is always right.” Nobody is always right, and it’s not relevant that they’re right or wrong. The customer must always feel heard.”
– Danny Meyer, world renowned restauranteur, quoted in Delta’s Sky Magazine (12/14)
Granted I am a big fan of simplicity, but holy moly, does that get to the core of the issue, or what? And not just the “customer right / wrong” issue, but dang near any issue.
How often is the real problem less a problem than the problem that stems from us not making the other party feel heard?
How often is our own attempt to formulate what we’ll say next the reason they don’t feel, or end up being heard?
How much of a difference would in make if we replaced the word “customer” with the word “person” and then focused on being absolute masters of craft when it comes to making them feel heard?
The Heston Group is accepting new client engagements. If you know — or own — a company that is not hitting its full potential, we can help you do the right thing, the right way at the right time. Click here to start the conversation!
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