Osmosis

“The customer is always right.”

However, I know companies that treat their employees better than their customers.

Being a client, my intuition about this posture is one of annoyance. But rationally:

  1. This is easier to scale with the business (assuming the business model is profitable).
  2. The fact that employees are treated better than customers does not mean that customers are not treated well; in fact, the more logical prediction is that as employee happiness increases, so too will customers get better service.
  3. If employees are unhappy, it’s more difficult to increase the quality of service for the customer.

The direct path is not always the most sustainable.

Photo Credit: Beegee49 Flickr via Compfight cc