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In this episode I will be talking about accountability, which you feel the impact of more with your customers when you’re a business owner as opposed to a corporate resource. When a customer gives you a complaint, the thing they say to do, which is typically the right thing, is to ask the customer how they would prefer you to fix the situation, and then you do that thing. I give a couple instances of when I didn’t follow this rule and why.

Some instances where I didn’t do exactly what the customer wanted 2:05
When I said no 9:44
Story #2 14:18

“You can get caught up in these scenarios talking about right or wrong and you can decide whether you’re going to try to fight the right or wrong battle, or whether you’re going to just gonna opt toward great service and as a result probably take it on the chin a few times and just do what the customer wants. That’s what I’m advocating, that’s what I’m going to do, but in the process you’re gonna feel the sting of people’s lack of accountability.” 18:11

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