“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:
- This is easier to scale with the business (assuming the business model is profitable).
- 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.
- 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.