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A regular at the diner changed how I see the 'always right' rule
This older guy named Frank comes in every Tuesday for meatloaf, and last week he sent it back saying it was cold. I was annoyed because I knew it was fresh, but I just remade it. When I brought the new plate, he looked me right in the eye and said, 'Kid, I wasn't cold, I was lonely. My wife used to order the meatloaf too.' It hit me that sometimes the complaint isn't about the thing. Has anyone else had a customer say something that made a simple complaint feel totally different?
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danielmason1mo ago
Ever think the rule itself is the problem? Calling it "always right" sets up a fight. Maybe it should be "always listen" instead.
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jordang3223d ago
It ties into how people dig in on things instead of just hearing each other out.
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