Tag: Guide

Is the Customer Always Right? The Truth Behind the Phrase

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Is the customer always right? This is an age old burning question in everyone’s mind who works customer service, especially the hotel industry. 

So where exactly did this famous and controversial phrase come from? The famous phrase we always hear was coined back in 1909 by a London department store founder who wanted to assure customers that they would get good service at his store. It’s been used a lot since then, having endured exactly 110 years.

I personally have a lot of experience in hearing this painful saying during my time in both the restaurant and hotel industry. When I worked in the restaurant industry, this was my least favorite saying and is something we’d always joke about on break in the break room. 

For all you strong supporters of this saying, I hate to bust your bubble, the customer isn’t always right! Sometimes the customer is the one who makes the mistake and tries to blame the restaurant or hotel. Let’s take a look at real world examples based upon my experiences. 

Case Study #1:

Jimmy orders an extra large pizza, with pepperoni, ham, sausage and bacon. Jimmy wants light sauce and extra cheese but forgets to ask for it. The order taker reads back the order and Jimmy confirms it. 30 minutes later, Jimmy gets the pizza and complains it is not what he ordered since there is no light sauce or extra cheese. Jimmy then tries to blame the restaurant for the mistake even though he made it. 

Is Jimmy, the customer, right? NO! 

Despite Jimmy thinking he didn’t make a mistake, the restaurant only made exactly what he ordered. 

Case Study #2:

Susan books a 3 night hotel reservation for the Sunset Inn. What Susan doesn’t realize, there are two Sunset Inn locations in the town she is coming to vacation in. Susan books the farther away location on the opposite end of town instead of the location closer to the beach. Susan comes into the location closer to the beach not realizing she is at the wrong hotel. She begins to get argumentative with the front desk when they tell her that she booked the wrong location and direct her how to get there. Susan then gets even more irate after the front desk tells her they are sold out and can not modify her reservation since she didn’t make it there. Furthermore Susan begins to blame the desk and say they screwed up.

Is Susan, the customer, right? NO!

Susan is one hundred percent at fault here as she didn’t double check her reservation and just skipped past the confirmation screen before fully booking the reservation.

My Honest Thoughts:

Honestly I understand the rationale behind is to ensure customers and guests that they will get the best service possible and is a marketing tactic. However, like I mentioned above, sometimes they aren’t always right. Sometimes it’s the guests that make the mistake and not us service professionals.

Mistakes aside, let’s be real here for a second. The customer can’t be right if the request is not realistic or possible. Not every customer request or complaint may align with the business’s capabilities or policies. Customers may sometimes have unrealistic expectations or misunderstandings. In such cases, businesses need to manage expectations effectively while aiming to provide a satisfactory resolution.

Businesses operate within certain guidelines, policies, and operational constraints. These are designed to ensure efficiency, fairness, and adherence to legal and ethical standards. Sometimes, meeting a customer’s request may conflict with these policies. In such situations, businesses must find a balance that respects both the customer’s needs and the organization’s standards.

Additionally, we can not forget those who love to abuse the system and manipulate it to their advantage. This phrase can create a culture of negative customer entitlement and a “Karen” culture. Instances where customers verbally abuse service staff or make demands that compromise ethical standards illustrate the dangers of blindly adhering to this god awful phrase. For example, in the hospitality industry, a guest insisting on discriminatory treatment towards staff based on race or gender cannot be justified under any circumstances, despite the belief that “the customer is always right.”

The customer entitlement that comes with the phrase not only leads to poor treatment of employees, it also increases job stress and burnout. This ultimately leads to high turnover which is the worst thing the hospitality industry faces.

Now, I know what you are thinking. If the customer isn’t right what do I do to resolve the issue at hand? Here’s the key, you want to make the customer think they are right even though they may not be. Even though they made the mistake or are totally wrong, you can not argue or dismiss the situation entirely. This is something I have come to learn in time and is extremely useful for the situations listed above.

So how can one make the customer feel like they are right? Let’s take a look back at our earlier case studies as examples.

In our first case study with Jimmy, despite the mistake being his fault, all you could do is apologize, and address the situation head on by offering a remake, discount on the next order or offer a free side or dessert of Jimmy’s choice next time he orders. By doing this, we shift the blame a little bit. We make Jimmy think it was our fault when in fact it was not and this allows us to hopefully make Jimmy satisfied and a returning customer.

In our second case study with Susan, all we can do is offer to help her here. If there was availability at the hotel, the best solution would have been to make her a new reservation and help her cancel the other one. Since there is no availability, there is not much we can do. All we can do is assist her with getting to the other location or if our company has other brands or affiliated properties in the area, we can always help her find a reservation at one of those hotels. By doing this, we are showing Susan that even if this is not our problem, we still care and are willing to do something and not leave her to her own devices.

Final Thoughts:

“The customer is always right” encapsulates the importance of prioritizing customer satisfaction and service excellence. However, it should not be interpreted rigidly. Successful businesses understand the complexities involved in customer interactions and strive to navigate them with empathy, integrity, and a commitment to maintaining their operational standards and values. This balanced approach ensures that both customers and businesses benefit from positive, sustainable relationships over the long term.

I’ll leave you with this final thought: Sometimes no matter what you do, or how hard you try, you never can make everyone happy. In scenarios like that, it is crucial to do your very best, go above and beyond, and never lose your cool. If you lose your cool, that only makes things worse for you and the situation at hand.

What are your thoughts on the phrase “the customer is always right”? Do you agree with our thoughts and analysis? Let us know down in the comments section below, and as always, if you are enjoying our content, be sure to subscribe to never miss a single post.

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Autism in the Workplace: Challenges, Job Options, and Employer Support

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Welcome back to our blog. Today is going to be a rather emotional blog about something that affects many people, including myself. So, let me explain a few things. I was diagnosed as a teenager with Asperger Syndrome, including OCD (Obsessive-compulsive disorder) and ADD/ ADHD (Attention deficit disorder / Attention deficit hyperactive disorder). It made things a bit difficult for me as a kid and of course, later on as I got into the workplace. I am hoping that this blog will shine a light on something that is hidden in plain sight.

What is Autism?

Autism is a developmental disorder that affects information processing. People with autism have difficulties with social and communication skills. They have restricted interests and engage in repetitive behaviors. They also tend to experience sensitivity or discomfort from sensory stimulation such as certain lights or sounds.

Because autism’s symptoms vary greatly, the condition is said to exist on a spectrum, referred to as Autism Spectrum Disorder. Asperger’s syndrome refers to “high functioning” autism, but it’s no longer a formal diagnostic term.

Autism usually manifests by age two. The condition is diagnosed four times more frequently in males than in females, according to the CDC, although women are often overlooked and misdiagnosed. The frequency of diagnosis has surged over the past 20 years; it is not clear whether the incidence is truly increasing, whether experts are more aware of it, or whether the diagnosis has shifted to include lesser degrees of impairment.

There is no cure for autism, nor is one universally sought: Many people argue that autism should not be framed as a medical condition in need of amelioration. For those on the lower-functioning end of the spectrum, targeted practices and therapies can help alleviate symptoms.

Symptoms of Autism

While the severity of symptoms varies greatly, there are invariably impairments to social and communication skills. Some children with autism do not talk at all and remain mute throughout life, while others have mild social challenges. Children with autism also show restricted interests and repetitive behaviors.

Parents may notice that their infant avoids eye contact or doesn’t respond, and it may be difficult for them to form emotional bonds and parental attachment. Children with autism may have unusual responses to sensory stimulation and may be highly sensitive to certain sounds, textures, tastes, or smells. They may have deficits in motor coordination and poor muscle tone.

Autistic children exhibit many kinds of repetitive behaviors early in life, such as hand flapping, body rocking, and making sounds. They may arrange or stack objects over and over again. Some children inflict injury on themselves by repeated actions such as hand biting and head banging. They also have an early preference for unvarying routines of everyday life.

Causes of Autism

No one fully understands what causes autism. The number of children diagnosed with the disorder has increased significantly since the turn of the millennium, but experts are not sure whether that reflects an improvement in diagnostic awareness or a true increase in prevalence.

Research shows that genetics is a factor because people who have a sibling with autism are more likely to have autism themselves. Autism is also more likely in individuals who have an older parent. Very low birth weight is also a risk factor, according to the National Institute of Mental Health, and ASD occurs more frequently in people with some genetic conditions, such as Fragile X syndrome or tuberous sclerosis.

Treatments for Autism

There are many effective approaches for managing or treating autism. Early intervention with highly structured behavioral, cognitive, and communication therapies can sometimes dramatically help children with autism learn skills. School-based educational programs designed for children with autism can be effective in improving intellectual functioning.

Programs that make use of applied behavior analysis (ABA) have become widely accepted as the standard of treatment. In most programs, parents are encouraged to be highly involved in their children’s care.

While no medication can correct the impairments common to autism, psychoactive drugs including antidepressants, antipsychotics, and anticonvulsants are sometimes prescribed to help control specific symptoms. Anticonvulsant medication may reduce the number of seizures a person has but not eliminate them.

Autism and Related Conditions

Autism is often accompanied by a range of medical or psychiatric conditions, such as anxiety, ADHD, epilepsy, sleep problems, and gastrointestinal problems. The scientific understanding of this overlap is often elusive.

Addressing co-occurring problems won’t eliminate the core features of autism. Yet treating specific symptoms that people are struggling with can tremendously improve daily life for those on the spectrum.

Autism and ADHD

Studies estimate that 30 to 80 percent of children with autism meet the criteria for ADHD, and 20 to 50 percent of children with ADHD meet the criteria for autism. Clinicians can now provide a dual diagnosis for children with both conditions, per the DSM-5.

Autism and ADHD can look very similar, as both involve struggles with communication, social cues, attention, and impulsivity. Scientists are currently investigating the biological and genetic roots that the conditions may share.

People with both conditions may be more impaired than people with either condition alone. Individuals with autism or parents of children with autism may want to seek a diagnosis if they believe they have ADHD, as that could influence treatment options, such as the decision to prescribe stimulant drugs.

Autism and Anxiety

Nearly 40 percent of children with autism also have an anxiety disorder—which might include social anxiety disorder, obsessive-compulsive disorder, or a specific phobia. The overlap of autism and anxiety may be due to the features of autism, such as sensory overload, communication barriers, social challenges, cognitive rigidity, and task frustration. Distinguishing whether symptoms of autism contribute to anxiety or result from anxiety can be challenging.

Parents of children struggling with anxiety can aim to identify what specifically triggers anxiety in their child, and then plan for or modify those triggers. They may explore treatment options such as medication or cognitive-behavioral therapy.

Autism and Depression

People with autism are four times more likely to suffer from depression than neurotypical individuals. This trend may be due to genetics as well as the loneliness, bullying, or rumination that some with autism face.

Depression is difficult to spot because people with autism can struggle to express their feelings. There are similar barriers to treatment, such as the ability to explore emotions in therapy and tolerate the side effects of medications. Still, cognitive-behavioral therapy and antidepressants help some, while social support and employment programs are valuable for all.

There are other conditions that are included but I will not list them all. You can find the full list here at: https://www.psychologytoday.com/us/basics/autism/autism-and-related-conditions

Keep in mind that no case of Autism is the same and will have different conditions, symptoms, and more. 

Now I am going to move on to the main focus: Autism in the Workplace.

Autism in the Workplace

Individuals with autism can face substantial challenges navigating the workforce. Recent research suggests that 20 percent of adults with autism are unemployed, while other estimates are much higher. This gulf may begin at a young age: Only 58 percent of people with autism aged 18 to 25 worked for pay, while 74 percent of people with intellectual disabilities and 95 percent of people with other learning disabilities worked for pay at the same age.

However, companies are increasingly recognizing the value of cultivating a diverse workforce and embracing those with autism for the unique perspective they contribute. Programs have sprouted up at large companies, such as SAP and Microsoft, which actively hire and support people with autism. The government also provides financial incentives for companies to employ people with disabilities such as autism. These approaches open up the possibility for those on the spectrum to transform their natural interests and abilities into marketable skills.

What are the challenges?

Many adults with autism confront unemployment and underemployment throughout their lives. They may struggle during the interview process, which often relies on eye contact, a bold personality, and creating a bond with the hiring manager. Once in a new role, people with autism may be unable to navigate the social dynamics of a workplace—with regard to assignments, clients, or office politics—and eventually, lose their job.

What are good job options for autistic people?

The passions and fixations that are a hallmark of autism can translate into valuable skills in the workforce. People who are drawn to patterns or puzzles may excel at software testing, quality control, or other roles in the technology sector. Other positions in autism-friendly companies include working on stockroom operations, production lines, data entry, and accounting. Autistic people should explore how their natural interests and talents overlap with the needs of particular positions in the job market.

What are the benefits of hiring employees with autism?

People with autism face a high unemployment rate, but employers and society both gain from hiring workers on the spectrum. Higher functioning individuals can excel in jobs that fit their abilities and interests, from folding laundry to coding software. As autism becomes increasingly prevalent, it’s key for companies to take an abilities-centered approach by identifying what autistic employees are uniquely suited to do and recognizing that they can be reliable and hard-working.

Companies may also be eligible for tax credits and deductions when hiring employees with disabilities. These financial incentives aim to encourage companies to hire differently-abled employees and offset any costs that accompany their condition. Some adults with autism believe that this is the best approach for individuals on the spectrum to obtain and sustain employment.

Should I tell my employer that I have autism?

The decision to disclose an autism diagnosis is a personal choice. It’s up to you to choose when and how you want to have that conversation—with your employer or anyone else in your life.

It’s valuable to discuss the decision with a mentor or loved one ahead of time. Reflect on what you hope to gain, who you want to tell, and how they might react. If your goal is to receive accommodations at work, consider having a discussion with a human resources representative and being specific about what you need. You may also be protected by the Americans with Disabilities Act, under which employers must provide reasonable accommodations for workers with disabilities.

How can companies support employees with autism?

Clarity is key for building an autism-friendly workplace: Managers can give clear directives and deadlines to employees, and then help clear any obstacles that prevent those directives from being accomplished. Managers can be open, honest, and appreciative of creativity and different ways of thinking. They can also provide a quiet place to work if the office is loud and ensure that lights are not flickering to address the sensory symptoms of autism.

The traditional interview process focuses on conversation and connection. Replacing that with an aptitude test or skills-based task can help companies hire more capable employees with autism.

In Conclusion

Autism is not really that scary now that you have learned more about it. Those who have autism just function differently, but we are still human. The best thing you can do is to support those who have autism, whether it be as a family member or as a fellow co-worker. When I am working, I often find that if I am at a breaking point, taking a small walk outside helps clear the mind. It could also help to bring along fidget items like a spinner or cube to help with our sensory issues. I want to thank everyone for their support in this.

You can find out more autism by going to:
https://www.psychologytoday.com/us/basics/autism

“We hold these truths to be self-evident, that all men  are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness.”

 Founding Fathers, The Declaration of Independence

Germany in the Georgia Mountains? – Oktoberfest Celebration Guide

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Imagine if you will, you are driving down a road when suddenly you see a bavarian-style village on the other side of the hill. Before you panic and try to grab your passport, let me explain that you are still in the United States. You have just stumbled upon a city that looks like it belongs on a postcard… the Alpine Village of Helen, Georgia. Willkommen Freund (Weclome friend)!

What is Alpine Helen, Georgia?

Helen was platted in 1912, and named after the daughter of a lumber official. The town was incorporated in 1913.

Formerly a logging town that was in decline, the city resurrected itself by becoming a replica of a Bavarian alpine town, simply in the Appalachians instead of the Alps. This design is mandated through zoning first adopted in 1969, so that the classic south-German style is present on every building, even on the small number of national franchisees present (such as Huddle House and Wendy’s).

In 1975, DOCUMERICA photographer Al Stephenson documented the life, recreation, and economy of the Helen area before and during the construction of Alpine Helen. The City of Helen does have a sister city:  Füssen, Bavaria.

Modern Day of Alpine Helen, Georgia

Tourism is a key economic activity in Helen, catering mostly to weekend visitors from the Atlanta area and also motorcyclists who enjoy riding the roads in Helen and its surrounding areas. Helen can be crowded in late October when autumn leaves typically peak. It also hosts its own Oktoberfest during September, October, and November. Events and festivals are held throughout the year, including the “Southern Worthersee”, which is a stateside Volkswagen and Audi event that pays tribute to the Worthersee Tour in Austria. An annual hot-air balloon race is also held here on the first weekend in June.

The main road through town is north/south Georgia 75. The Helen stream gauge (HDCG1) is located on its bridge over the Chattahoochee in the middle of downtown. A parallel route to the west is labeled Georgia 75 Alt to identify it as a bypass route around the town and its traffic jams in the autumn and on some weekends.

Unicoi State Park and Lodge, spanning 1,050 acres (420 ha), is located immediately northeast of Helen on Georgia 356. The park encompasses Unicoi Lake, a 53-acre (21 ha) freshwater lake, offering outdoor activities for all seasons. Among these are a swimming beach, trout streams, wheelchair-accessible fishing docks, seasonal canoe, kayak, and paddle boat rentals, seven picnic shelters with charcoal grills, three playgrounds for children, spots for birding, 7.5 miles (12.1 km) of hiking within the park (with adjacent trails in the Chattahoochee National Forest), 8 miles (13 km) of mountain biking trails within the park, and several places to enjoy the natural environment of the lake and park. Unicoi State Park also offers lodging in several forms, including in its unique barrel cabins. Access to Anna Ruby Falls, part of the Chattahoochee National Forest, is through the park.

Hardman Farm State Historic Site is also located near Helen, along with the Sautee Nachoochee Indian Mound and the beautiful Mount Yonah for those hikers who wish to challenge themselves.

Oktoberfest in Helen

The Oktoberfest is the world’s largest Volksfest, featuring a beer festival and a traveling funfair. It is held annually in Munich, Bavaria, Germany. It is a 16- to 18-day folk festival running from mid or late-September to around the first Sunday in October, with more than six million international and national visitors attending the event. Locally, it is called d’Wiesn, after the colloquial name for the fairgrounds, Theresienwiese. Oktoberfest is an important part of Bavarian culture, having been held since the year 1810. Other cities across the world also hold Oktoberfest celebrations that are modeled after the original Munich event. However, things are much different in the town of Helen. 

Celebrate the start of Oktoberfest with a parade at noon on Sept. 10, 2022, in downtown Helen. Helen’s Oktoberfest runs from Thursday to Sunday through September and daily from Sept. 29 to Oct. 30, 2022. 

Like its German counterpart, the celebrations are different from weekday to weekend. Weekends are popular with tour and college groups, while weekdays tend to be a bit more family-friendly. The event is open to all ages. Admission is $8 during the week, $10 on Saturdays, and free on Sundays, with food and drink available for purchase. The doors open at 6 p.m. throughout the week and 1 p.m. on Saturdays and Sundays. Unlike its counterpart in Germany, Helen continued its Oktoberfest celebrations during the COVID pandemic, though all guests were required to wear face masks and many of the events were postponed till the next year.

Where to Stay in Helen for Oktoberfest

Accommodations book up for Oktoberfest quickly, so make plans in advance. Alpine-inspired hotels like Valhalla Resort Hotel and The Heidi Motel are popular options for their amenities and quirky suites, respectively. There are also outposts of national chain hotels in town.

If you’re traveling with a group, a rental cabin can better accommodate you, which you can find in Unicoi State Park and Smithgall Woods State Park or with companies like Cabin Rentals of Helen, Georgia Mountain Rentals, and Pinnacle Cabin Rentals. Some have hot tubs and others have full kitchens.

Campgrounds are another option, whether you’re looking for basic tent sites or RV sites with all the bells and whistles. You can also stay in nearby communities like Cleveland, Dahlonega, and Blairsville. Helen is an easy drive from Atlanta, less than two hours, and only an hour from the Lake Lanier area.

What to Do in Helen for Oktoberfest

Enjoy live music and dancing

The event has a rotating group of musical acts, playing traditional German tunes and modern favorites. Dance the polka and others with festival regulars. Sing along with the songs like “Ein Prosit.”

Eat and drink

The Festhalle has the ceremonial tapping of keg like you’d see at the Munich version of the celebration. The tents have a selection of German and American beers for those who are of age.

You can’t visit Helen for Oktoberfest without trying some German food! Hofer’s of Helen is where to start your day with delicious pastries or, later in the day, Reuben sandwiches made by Germans who immigrated to the town in the 1950s. Cafe International and The Troll Tavern are also lunch options. Bodensee has authentic favorites like spaetzle, goulash and wursts. The Heidelberg German Restaurant, Old Bavaria Inn Restaurant & Lounge, Muller’s Famous Fried Cheese Cafe, and Hofbrauhaus are additional options.

The bars and restaurants in town have Oktoberfest specials. It should go without saying, but if you’re going to imbibe, make a plan to get home safely via taxi or designated driver.

Explore nearby attractions

While you’re in the area, take advantage of the natural surroundings with a hike to Anna Ruby Falls or visit one of the many nearby vineyards for a tasting. Test your putt-putt skills on one of the many mini-golf courses in Helen or take a ride down the mountain on the Georgia Mountain Coaster. Maybe you want to take a boat out on the nearby Unicoi Lake or try to make your mark in the Archery range at Unicoi State Park. There is so much to do in the city and surrounding area for everyone of all ages! Who knows… maybe you will find some gold while panning.

In Conclusion

As you can see, the city of Helen is so much more than a town. It’s a celebration, a festival, and a party. It may not be the biggest alpine village in the United States- but in my opinion, it is one of the best. With some much to offer year-round, maybe it is time to make plans for a visit. So pack your lederhosen and practice your yodel. We will see you in the Mountains! 

Prost, mein Freund <Cheers, my friend>