A brief spoken statement by Mike Andes asserting that employees should be prioritized over customers when necessary. Andes argues that good employees are rarer than good customers, and he'd rather lose a customer than mistreat or lose a valuable team member.
The customer is not always right. Here's why. If you're mistreating my employees under the guise of customer service and saying that you're never wrong, I have no time for you whatsoever. Because if I have a thousand customers and ten team members, it is a whole lot harder to find a good team member than it is to find a good customer. So if I need to replace one customer to be able to keep one good team member, I'll do that trade every single day.
