“The customer is always right.”
You’ve certainly heard this phrase… and you maybe even have service policies or training program that rely on this idea.
But you and I both know that it’s CERTAINLY not true.
And asking your team to behave as though it is –
– will only drain their energy and your profits.
I’ve spent my career looking for the deeper truths that underlie ideas like “the customer is always right.”
And as a keynote speaker and consultant to CEOs and other leaders, I’ve been privileged to share these truths with –
– hundreds of organizations…
– thousands of leaders…
– and hundreds of thousands of individuals.
That’s part of my legacy, part of the contribution that I’ve made to my business.
And it’s a big part of how I define “making it.”
What does “making it” mean to you?
What contribution do YOU want to make to your business?
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Below is an Autogenerated Transcript
Anyone who starts a business, who asks themselves what is “making it”, should take the question super seriously. For some people, making it could be creating a financial foundation for their family, maybe it’s taking care of their kids or their parents. For some, making it will be generating an entrepreneurial venture within a community where people are going to find good jobs. For some of us, making it will be being able to make a contribution to improving the world and addressing serious issues in some walk of life.
In my particular case, I consider myself sort of a philosophical innovator who happens to also be a very engaging educator. And so I love taking these abstractions like service and care and saying, no, these do not belong only in the schools of philosophy, and it’s not okay to have shallow definitions like “The customer is always right” because we know that he’s not, and he’s not always a “he” either.
So then somebody needs to dig into these areas that may not be considered academic and say, “Wait a minute, these are incredibly important for good human living together.” I’ve been privileged to be able to work on that in the domain of service for 30 years. I’m now embarking on the next 30 years to do it in the domain of care.
What’s your contribution? What commitment do you have? What contribution do you want to make with your life and let that be the expression of your business? That’s how you’re going to make it.