Question: How do you calculate salary?
When you hire a new employee in an area for which you have no internal measure to use as a baseline, you must decide how much to offer a prospect in terms of salary. If you’re hiring in an area for which there are industry statistics relative to your location, then that clearly can be used to establish some guidelines.
What if such data is not available? How would you go about determining how much a position is worth to your business?
The Customer is Always Right
Last week, I asked about an issue which divides many people – is the customer always right?
One answer which I came across put the real issue on the table:
The customer is always right until they put down my staff on a personal level. After that, I’m not interested in having that person as a customer.
A good business owner would heed this advice. Your staff need to know that you will stick up for them, and defend them (politely, of course) in disputes with the customer. There may be give and take, and certainly mistakes can be made by anyone, but the general attitude should be that just because the person raising the issue is a customer, it doesn’t give them the right to put down the staff.
The other way to phrase this is as follows:
As long as someone is my customer, they’re always right. But not everyone who pays me for a product or service is my customer. If someone behaves in a way that is not called for, that is completely unprofessional and shows a lack of tolerance, I don’t want that person as as customer. Once that happens, I’m free to consider that person to be in the wrong.
What those actions are that push someone over the edge will vary from person to person, and even situation to situation. But the prudent business owner would realize that there are some people who you don’t need as customers, and don’t improve your business by having them around. If your staff know that you will defend them in front of the customers, they will often step up and do their best to keep the number of incidents in which such a decision needs to be made down to a minimum.