We Reserve The Right To Refuse Service To Anyone!

You've seen this sign, especially in restaurants:

We Reserve The Right To Refuse Service To Anyone!

In the restaurant world, a patron who is banned for life is said to have been "86'd." I have no idea where this came from, but it means don't you dare step foot in that eatery again!

I learned it as a worldly-wise busboy, 15 years of age.

But I don't think I've ever seen someone else being 86'd, but the other day it happened to me.

I asked a video place to transfer a European video I had, with a non VHS format, to DVD. They did it--sort of. It couldn't play on my TV's, so I asked them to try again, or give me a refund.

The proprietor flipped out, saying I had an obsolete machine, but heck, it's a two -year old Sony, so he was wrong. Anyway, we settled on the idea of him putting it on VHS, instead, and he said a condition of doing so is that I never darken his doorstep, again.

With glee, I agreed! No problem, I thought.

Anyway, I was 86'd.

Which brings up this question: should we be able to get along with everybody, or are there acceptable levels of interpersonal communication failure that we simply must tolerate?

I made a sales presentation the other day, and from the minute I said hello, I felt one guy was simply gunning for me, waiting for a chance to torpedo my proposal. Call it bad vibes, intuition, a gut feeling, bad karma, messed up chemistry--whatever--we did not hit it off.

I blame myself, because I want to get along with everybody, but again, is it possible, or just too darned perfectionistic?

In other words, can we, should we, or must we all 86 certain prospects?

I want to say, no, we shouldn't. It's a bad practice, and certainly a self-defeating practice.

I look at it this way. If car dealers, who by tradition and perhaps temperament, are hagglers over pricing, should they pity themselves because their prospects gun for them, seeking bargains, and perceiving them as liars, and crooks?

If car dealers insisted on being loved by everybody, while rejecting those who were treating them obnoxiously, they'd go broke in less than a month!

So, why should anyone else, like me, be less thick-skinned?

I don't have an answer to that, except to say, hey that's business.

Toughen up, or hang it up!

Dr. Gary S. Goodman, President of Customersatisfaction.com, is a popular keynote speaker, management consultant, and seminar leader and the best-selling author of 12 books, including Reach Out & Sell Someone® and Monitoring, Measuring & Managing Customer Service. He is a frequent guest on radio and television, worldwide. A Ph.D. from USC's Annenberg School, Gary offers programs through UCLA Extension and numerous universities, trade associations, and other organizations in the United States and abroad. He is headquartered in Glendale, California, and he can be reached at (818) 243-7338 or at: gary@customersatisfaction.com

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