We’ve all heard the adage that “the customer is always right,” but if we’ve worked in a service or retail environment, we know that isn’t always the case.
Eataly, a restaurant/shopping experience in Boston, acknowledges this more realistic dynamic with a simple statement that outlines the Eataly Policy in 3 Rules:
- The customer is not always right.
- Eataly is not always right.
- Through our differences, we create harmony.
The rules are posted prominently throughout the establishment, and I wonder what impact they have on the interaction with staff and the resolution of any disagreements. It certainly serves as a preamble to the conversation and sets the tone for dialogue instead of a one-sided perspective.
Many organizations post their mission or values statements but consider following the lead of Eataly and taking it one step further to outline how you approach each other.
