Do the right thing right away
And here are some additional thoughts on this topic…
Recently I read an article about a traveler who had a bad customer experience at the hands of Alamo Car Rental. The customer was significantly overcharged and the company refused to fix the problem after several requests by the customer.
Correction. They refused to fix it until a popular travel writer got involved. After he contacted Alamo, they promptly refunded the customer’s money.
Look at the damage they did to themselves. They created a dark cloud of bad publicity. They lost a customer (probably more than one). And they’ve demonstrated that they’ll only do the right thing for their customers if they are compelled to.
Is this a reputation that attracts new and repeat customers? Is this an example that makes YOU want to do business with them? Of course not. Yet Alamo and many other companies do this all the time. It happens every day. And it drives customers away.
If you’re an employee, do the right thing first. If you’re a manager or owner, then empower your employees to do the right thing first. When you do your company becomes the place customers are attracted to. Because they know they can trust you to treat them right every time.