Directors and management often see customer relations as the affair of a complaints department, while they are occupied with running the business.
This is a form of warfare carried out against the irritating habits of customers seeking fair treatment, a fair deal or equality of relationship.
Salespeople often see customers as an unruly, disobliging and dishonest source of commission.
Support staff accept that they are paid to (try to) cope (on a good day) with unreasonable, whining, stupid, ungrateful customers who just will not be behave.
Administrators see customers as dunces who must be forced to follow the rigid procedures developed for the convenience of the supplier (an endless nuisance to the customer).
Technical people often see customers as stick-in-the-mud know-nothings to be loftily put in their place by the use of elitist techno-jargon.
Production people ignore customers entirely, because otherwise customers would get in the way of how they want to run the place.
Finance people treat customers not as people, but as reference numbers with obligations required to fit processes.
Unkind comments? Not at your place? Great! But anti-attitudes like this abound right across the commercial spectrum. You do business with your customers — not despite them! Customers pay the wages for everyone, not just the sales force.
There is always a penalty for poor customer relations. It plays out over the weeks and months ahead when people — and those they influence — simply avoid your firm.