The Customer is NEVER Right - A Nurse Practitioner's Perspective
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A chronic complainer. Who knew?

When I wrote, “The Customer is NEVER Right” I purposely chose not to research my argument, as I knew the stories were common. So much so they seem to be redundant and the mammoth volume prevented me from including the many I came across. Since publishing the book I have tried to continue the stories but I cannot keep up with the volume.

With that said, here is another redundant story, this one is about a chronic complainer who is taking his case before the U. S. Supreme Court after told by a lower court that he lost his privileges because of his constant complaining. "No soup for you," as the Soup Nazi would say. Imagine that, a chronic complainer. Who knew? The better story here, as sensationalized by the media, was that the complainer would lose his privileges because of his constant complaining. Although that may sound as unheard of, that is NOT new, however, most businesses would rather bend over and continue the poisonous relationship rather then risk losing a customer who would likely badmouth the organization.

In the book I wrote that airlines have not been catering to customer complaints for decades, despite that customers might badmouth those airlines and even take their complaints to the FAA or the media, and in this case, and others have as well, to the courts. In the book I quoted former CEOs of Southwest Airlines and Continental Airlines who sided with their employees before blindly siding with customer. One of those examples pointing out that although one particular customer complained all the time about one airline that customer continued to fly the same airline, evidence that they do come back, until the airline’s CEO, himself, wrote a letter to that chronic complainer saying, “Fly someone else. Don’t abuse our people.”

Another CEO, although not with an airline, was paraphrased with saying, “The fact is that some customers are just plain wrong, that businesses are better [off] without them,” the CEO adding, “managers siding with unreasonable customers over employees is a very bad idea, that results in worse customer service. So put your people first. And watch them put the customers first.”

Those were Fortune 500 company leaders who agree that putting your people first leads to better outcomes for you organization. And if those customers badmouth your organizations, so be it, because you will be better off without them. Again, those were Fortune 500 company leaders because your run-of-the-mill healthcare system wannabes are incapable of making such dramatic game changing decisions.

The point of all this, "[i]f the airline prevails, as seems likely, its customer-service agents will have further cause to ignore threats from litigious customers." Although that is not new, as mentioned, the airlines have been ignoring such threats for decades, except that now the airlines have the backing from the highest court in the land.

That being a big plus for healthcare were complaining patients instill fear in healthcare administrators who not only believe that patients will take their business elsewhere but that litigation follows every patient's complaint as well.

However, is this case really necessary? Why do complaining customers continue to get others' attention when 75+% of customers are satisfied with the products provided without accommodating exaggerated unrealistic emotional expectations? I will wait the outcome of this case.

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