Is the Boss or Customer Always Right?
No. But if you want to keep your job or that customer, you might want to carefully consider your options and put your brain in gear long before your mouth. Let me explain.
In my previous post, I talked about why a great hitter such as Manny Ramirez had to go. And compared the reasons why with employees who find they no longer or never did fit within their business culture, which led to their being asked to leave or deciding to leave on their own.
The same can be true when we challenge bosses and customers. Although we may be right, doing so might result in a check mark against us, even if we do so with sensitivity, respect and dignity. Here are two examples:
- The first is when our boss asks us to do something, which we believe is wrong. We might believe that doing what they ask is against our values or it simply is a bad business decision. We have at least two choices: We can say no and explain why or we can keep our mouths shut and do the job. A third choice might prove to be a compromise. That would be to ask if we can do the job two ways: the first exactly as the boss wants it; the second, in our own creative and innovative style (which may lessen our internal objections). The boss might say yes or no. What would you do?
- The customer (or a client) claims that our company (we) promised one thing but delivered another. We know that the customer is wrong, and misunderstood the promise made. What to do? We can explain to the customer why they are wrong; we can ask the customer if we can get back to them and then seek guidance from our boss; or we can meet the customer's expectations on the spot. What to do?
What happens to our standing in the company when we disagree with the boss or the customer, even if we are right and they are wrong? What are our options? What have you done when faced with these situations?
