The True Golden Rule of Customer Satisfaction

 

Contrary to popular belief, the golden rule is not that the person with the gold makes the rules. And, in terms of customer service, the golden rule isn’t “treat people the way you would like to be treated.” At least Brandon Knight, Vice President of Business Development at Telarus, doesn’t think so.

Knight has his ideas that make for excellent customer experience and satisfaction, and he shared his insights with host Tyler Kern.

“The majority of businesses with customer-centric focus models base customer interactions on treating the customers on their treatment preferences,” Knight said. “A better customer service, a better customer experience, is treating a customer the way they want to be treated.”

Knight’s primary concern with treating customers how someone on the business side prefers is that a customer may have different needs and wants from the person tasked with meeting their needs.

“When it comes to the customer experience, it is important for companies to have myriad ways to interact,” Knight said.

Today’s customers may not want to interact with a person; they may wish to communicate via a company’s website. Knight said companies need to consider how a customer wishes to communicate with them.

Another secret to achieving customer satisfaction is employee satisfaction.

“The person who comes into contact with the customer may be the only impression of the company that the customer has,” Knight said.

A large percentage of the time, the people who have the majority of these customer-interactions may work in contact centers. The question Knight has is, what conditions do these frontline workers face? Are they comfortable, do they feel valued, do they feel empowered?

If the answer is no to these questions, and Knight often believes that it is, then employees won’t be satisfied. That lack of satisfaction will spill over into customer interactions.

Follow us on social media for the latest updates in B2B!
Twitter – @MarketScale
Facebook – facebook.com/marketscale
LinkedIn – linkedin.com/company/marketscale

Follow us on social media for the latest updates in B2B!

Image

Latest

wireless LAN radio
Icom’s Wireless LAN Radio System: Redefining Communication in the Commercial Boating Industry
July 8, 2025

Icom’s Senior Sales Manager, Ray Novack, joins Rick Waedekin, Icom’s West Coast Rep and Coast Marine Marketing President, for a conversation at the Pacific Marine Expo. They discuss Icom’s new wireless LAN radio system designed to improve marine communication through secure, internet-based connectivity. These radios are compact, waterproof, and built to handle rugged conditions. Unlike…

Read More
wireless LAN radios
Icom’s Wireless LAN Radios Are a Game-Changer for Remote Lodging Operations
July 8, 2025

In a short conversation at Pacific Marine Expo, Rick Waedekin, West Coast Sales Rep for Icom, speaks with Sean Cleary, owner of Radar Alaska, about Icom’s new wireless LAN radios. Sean highlights how these radios could benefit remote lodges in Alaska by improving communication about guest locations, employee coordination, and supply tracking. He explains…

Read More
IC-M25 EVO
Unboxing the Slim and Rugged IC-M25 EVO VHF Radio from Icom
July 8, 2025

Makayla Servidad, Sales Admin at Icom, unboxes the blue version of the IC-M25 EVO—an upgraded handheld marine VHF radio that combines modern design with everyday functionality. The unit features USB-C charging, a slim and lightweight frame, and a textured grip for comfortable handling. Included in the box are a flexible antenna, a USB-C cable,…

Read More
security industry
Balancing Innovation and Mission: How the Security Industry Navigates Risk and Growth
July 8, 2025

The security industry is at an inflection point. Rapid technological advancements—like AI, cloud platforms, and big data—are revolutionizing how security solutions are deployed and consumed. At the same time, the profile of the security buyer is changing, with IT, HR, and compliance leaders playing a much bigger role in decision-making. As these shifts accelerate, businesses…

Read More