Finding The Balance: Loyalty, Boundaries, & Customer Satisfaction

If my loyalty does not matter to you then why am I being loyal? This is a question we must ask ourselves too when we're dealing with customers because we want customers to be loyal and part of that is thinking about their emotional well-being and everything but not going so far that we're doormats. I feel like sometimes you guys have two angles. It's either doormat or it is (I hate the term Nazi. It's not a Nazi) just like very rigid. Like, “Oh, they have to do this, this, this and this.” I'm like, “Oh, that's a lot. That's a lot of hoops. Is that realistic?” I feel like a lot of times the pendulum just swings back and forth. It's like “I'm a doormat” and then “This person screwed me over so screw everyone else” then “Oh man, now someone's really upset because I was too rigid” and so I go back to being a doormat. I want you guys to be somewhere in the middle and it has to be in the middle somewhere that makes sense. Too often you guys try to over correct.