My brother Michael was visiting fromAustralia. He was in KL for just 8 hours before heading back home. We were at one of the local shopping centres and wanted to have a quiet cup of coffee.
I knew of a little coffee shop that is a part of a large chain. We headed there.
Great! On arriving, we saw that there were only 2 people inside. We had made the right decision to come here to have a quiet chat and catch up on what was happening in each other’s lives.
Right in front of us there was a table with 4 comfortable chairs. This was the ideal place to have a quiet coffee with Michael.
It had a “Reserved” sign on it.
I asked a table attendant whether we could have that table and he politely said, “No. It is for the President.”
I assumed that Obama was not heading this way, so I figured that the big boss of the company was expected.
I asked the table attendant, “When do you expect him?” to which he answered, “I don’t know.”
It took just a bit of logical deduction to work out what was happening. The cafe staff were informed that the big boss would be visiting sometime during the day. So, they reserved the table for the whole day, to make sure that he would have the best table in the house.
The only problem, is that it’s people like me – the humble customer – who pay the President’s wages.
In my world, it’s the customer who should get the royal treatment. For, as Sam Walton said, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
I would like to publicly announce that I have just fired the President, as well as the entire café staff of this establishment. And I will do the same for any other organisation that does not treat me – the customer – as the most important person on its premises. I have a sea of choice in front of me, and, like all customers, I apply “The Golden Rule” – the customer has the gold, and therefore, the customer rules.
Do you treat your customers like VIPs? Or do your senior staff get higher levels of royal treatment – over and above the ones who pay their wages? And if so, what impact is that having on your business. Food for thought.