04-16-2007, 08:33 PM
...]they have no choice but to deny breaking it.
But that's not true. They in fact do have a choice. Business people are faced with that choice constantly. An underling at a cash register may not have a choice, but somebody above him does and can make it.
Believe the customer or not. That is the choice. Is the customer credible for a $2 complaint? As a responsible business man, I know that the customer has no other recourse but to make a choice-- continue to patronize me even though he:
a) tried to "get over on the Man"
b) knows I broke the button even though I don't
And that customer's choice would be-- should I stay or should I go?
As a business man, do I want to lose a decent customer for $2? No. If he was a jerk, fine, let him go. Or, if he spent a lot of money at my place, I *could* be his-- (but I don't talk like that.
But that's not true. They in fact do have a choice. Business people are faced with that choice constantly. An underling at a cash register may not have a choice, but somebody above him does and can make it.
Believe the customer or not. That is the choice. Is the customer credible for a $2 complaint? As a responsible business man, I know that the customer has no other recourse but to make a choice-- continue to patronize me even though he:
a) tried to "get over on the Man"
b) knows I broke the button even though I don't
And that customer's choice would be-- should I stay or should I go?
As a business man, do I want to lose a decent customer for $2? No. If he was a jerk, fine, let him go. Or, if he spent a lot of money at my place, I *could* be his-- (but I don't talk like that.