She continues, It s a trade-off. In fact, most corporations don t want to get pinned down about whether they believe the customer is always right. It is our responsibility to satisfy a customer. Capital One, which never engaged in GE Capital tactics, meanwhile continues to be listed in Fortune magazine as one of the best companies in the country for which to work. Connelly says making sure employees are happy is a key to their corporation s success.
Happy employees equal happy customers.
Not that simple, argues Ken Gronbach, president of KGA Advertising in Middletown, Conn., and a frequent consultant on consumer issues. Given continuing full employment, we are not going to have service again for another 15 years. In the meantime, it s going to get a lot worse. We are looking at service going out of business because of the lack of help. We are seeing that today with signs saying, McDonald s is closed, or a sign that says, Back at 1 o clock, because there s no one left to staff the store when someone leaves.