CHAPTER SIX

GET THEM TO CARE ABOUT GREAT CUSTOMER SERVICE

I get that they really want us to kiss every customer's ass and swallow my pride and pretend I really care. Rest assured, if this were my business, I'd feel the same way. I'd want my employees to kiss my customer's ass. I can try really hard to pretend, but it's not my business. If you care so much about your customer's ass, why don't you kiss it? It's your business.

Gen Yer

The general manager of a restaurant from a well-known chain recently shared this story with me: “When he first came in for his interview, this kid, let's call him Frank, told me, ‘Oh yeah, I eat here with my parents all the time.’ Usually that's a good thing. If you know what it's like to eat a meal here, you might ...

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