Did you open the doors to your company to serve your employees or to attract loyal customers? Sometimes those two groups appear to be at odds with one another. Choosing between the two may require the wisdom of Solomon to decipher where allegiances lies.
Many business owners say, I want both reliable employees and dependable customers. Successful companies want customers with whom they forge long-lasting business partnerships. Those businesses pay their bills on time, make reasonable service requests and treat your employees respectfully. In return, they rely upon you to help them achieve their growth goals. When they prosper, your future expands with theirs.
Entrepreneurs search for employees who, follow rules, policies and procedures, possess great attitudes,treat customers respectfully, arrive punctually,work for a fair wage, are competent to perform the work for which they are hired and are honest.
When conflict arises, being the boss gets complicated.
The Owners Dilemma.
EMPLOYEE Alienation : Side with the customer and the employee may feel you let them down. They were following orders when refusing to honor the customer’s special request.
CUSTOMER Abandonment: Back your employee and you risk losing a customer for today and maybe forever.
Four Options
- Listen Care-Fully. “When you listen carefully, you show you Care-Fully” about both sides and their viewpoints. Sometimes you’ll locate some fine print in your policy and procedures manuals or sales contract that would allow this situation to be treated as “business as usual.”
Maybe neither your employee nor customer took time to read the agreement. Knowing your contract may save you from setting a new precedent. The fine print saved you.
- Make an Exception. As the boss, you have the right to make an exception for special circumstances. Let’s assume this buyer is one of your top 10% customers. They request a discount after your End of Month Inventory Reduction Special expires.You may choose to grant a one-time rule exemption. Explain your decision to both your employee and the customer so that everyone is clear this is a one-time occurrence granted as a reward for the client’s long-time loyalty.
- Back the Home Team. The final decision rests with you. Perhaps the request for a special discount is from someone who has never done business with your company before and has a “slow-pay” credit reputation. It’s easy to go with your employee on this one.
- Exception Exemption. Follow the original sale deadline, no discount extension granted. You back your employee AND offer a special customer discount, product rebate or incentive for their next purchase. Advise both parties that with the next purchase, the customer will receive advance sale notices and a bigger discount than all other customers because they were so accommodating this time. You rewarded them for their loyalty and patience.
You indeed are as wise as Solomon. Well done, boss!