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Crabapple, We will miss you. Love, Herb. Fortunately more and more businesses are abandoning this maxim — ironically because it leads to bad customer service. In conflicts between employees and unruly customers he would consistently side with his people. They have to put up with this stuff every day. Just because you buy a ticket does not give you the right to abuse our employees. We run more than 3 million people through our books every month. One or two of those people are going to be unreasonable, demanding jerks.
You have to value them. So Bethune trusts his people over unreasonable customers. Of course there are plenty of examples of bad employees giving lousy customer service. Also, it means that abusive people get better treatment and conditions than nice people. That always seemed wrong to me, and it makes much more sense to be nice to the nice customers to keep them coming back.
But some customers are quite simply bad for business. Just like Kelleher dismissed the irate lady who kept complaining but somehow also kept flying on Southwest , ServiceGruppen fired a bad customer. Note that it was not even a matter of a financial calculation — not a question of whether either company would make or lose money on that customer in the long run. It was a simple matter of respect and dignity and of treating their employees right.
Rosenbluth International, a corporate travel agency, took it even further. Rosenbluth argues that when you put the employees first, they put the customers first. Put employees first, and they will be happy at work. Employees who are happy at work give better customer service because:. On the other hand, when the company and management consistently side with customers instead of with employees, it sends a clear message that:. When this attitude prevails, employees stop caring about service.
At that point, real good service is almost impossible — the best customers can hope for is fake good service. You know the kind I mean: corteous on the surface only. Herb Kelleher agrees, as this passage From Nuts! Herb Kelleher […] makes it clear that his employees come first — even if it means dismissing customers. The customer is sometimes wrong. The flight attendant went into the cockpit and got the first officer, who explained to the passenger the FAA regulation that makes it a crime to interfere with the duties of a crew member.