In a business which depends on relationships, relationships
with our artists and relationships with our customers, my company bends over backwards
to make the everyday possible, even when it feels impossible. And yet, there are the occasional times when
for some reason or other, we are unable to succeed. Today was such a day, a day in which many
members of our staff were verbally abused by a potential customer, and I was forced
to make the decision not to accept this customer’s business. It was a hard decision. It was counter-intuitive to everything I know
about service. And it was the easiest
decision in the world in order to protect my staff from further abuse. I wondered during the process what the
legendary Nordstrom position would be, what Seth Godin might say, yet knew that this was necessary, hoping
that in this day of viral information that taking the higher ground would speak as loudly as this customer’s abuse.
Well, perhaps I'm biased, but (a) bad business is bad business, and (b) Artful Home does, in fact, bend over backwards for its customers. Sounds like a great decision to me. One, in fact, that might be celebrated by *all* of its relations -- employees, customers, artists, and investors alike.
ReplyDeleteDo the right thing always, means doing right by you and your staff, too! Well done.
ReplyDeleteSome people you just cannot please. You are the best!
ReplyDelete