{"id":525,"date":"2012-08-06T00:38:41","date_gmt":"2012-08-06T00:38:41","guid":{"rendered":"http:\/\/www.socom.com.au\/\/blog\/?p=76"},"modified":"2017-08-18T07:05:03","modified_gmt":"2017-08-18T07:05:03","slug":"relationship-golden-rule-no-1-do-unto-others","status":"publish","type":"post","link":"https:\/\/www.socom.com.au\/relationship-golden-rule-no-1-do-unto-others\/","title":{"rendered":"RELATIONSHIP GOLDEN RULE No.1: Do unto others…"},"content":{"rendered":"

What an interesting way to treat a customer who takes the time to write to you and tell you that your service isn\u2019t up to scratch.\u00a0 Rather than write and thank the customer, Rex decides to write an insulting letter back (Australian Financial Review, p 11, 31 July 2012).<\/p>\n

The article includes phrases from a letter written to the customer by Rex\u2019s General Manager of Corporate Service, Irwin Tan.<\/p>\n

\u201cIf, as you say, you find the conditions unsatisfactory, why did you accept them in the first place?\u00a0 I would be curious to know if you would reimburse any of your patients that do not get well after seeing you?\u00a0 If you don\u2019t, why not?<\/em><\/p>\n

AFR, 31 July, P11<\/p>\n

How do organisations avoid being the topic of the day in the newspaper and on blogs like this?\u00a0 It\u2019s really simple and commonsense.\u00a0 There is a children\u2019s book called Water Babies, written by Reverend Charles Kingsley<\/a> in 1862.\u00a0 In the book, there is a character called Mrs Doasyouwouldbedoneby.\u00a0<\/p>\n

It makes good business sense to adopt these principles and treat internal and external stakeholders in a way that one would like to be treated.\u00a0 While it seems simple in theory, many organisations find it hard to deliver.\u00a0<\/p>\n

It used to be one of the intangibles, but as measurement tools like ORDA<\/a> start to become more mainstream, it is becoming easier to determine if your organisation is adopting Mrs Doasyouwouldbedoneby\u2019s principles.<\/p>\n

\u00a0If you don\u2019t know how people in your team are treating others, then you\u2019re flying blind and should expect a visit from her sister, Mrs Doneasyouwouldbedo.\u00a0<\/p>\n

Mrs Doneasyouwouldbedo tends to appear in the form of retribution from unhappy stakeholders like Dr Thorburn who can use social or traditional media to reveal the poor practices that organisations have shown towards them or towards other people.\u00a0<\/p>\n

So what\u2019s the learning?\u00a0 The most important thing is to treat people with respect, as you would want to be treated.\u00a0 If there is a problem, try to sort it out before it escalated on the web.\u00a0 And of course, try to avoid creating the problem in the first place.<\/p>\n","protected":false},"excerpt":{"rendered":"

What an interesting way to treat a customer who takes the time to write to you and tell you that your service isn\u2019t up to scratch.\u00a0 Rather than write and thank the customer, Rex decides to write an insulting letter back (Australian Financial Review, p 11, 31 July 2012). 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