Try reversing the Golden Rule

WHEN I was young and silly, I was programmed to obey the rules. Most Baby Boomers like me experienced cold and bitter discipline from Traditionalist parents, who saw most everything as either black or white. As I grew up, I realized that total blind obedience to rules didn’t bring me enough luck. So, after I obeyed and mastered the rules at work, at play or in life, I started improvising, sometimes reversing. Surprisingly, it helped me differentiate myself from the rest of the crowd. Later in life, I rules, company rules and regulations, rule of thumb, etc. It seems that the mother of all rules is the

others as you would have them

The Golden Rule is one of the most impactful teachings of Jesus.

in everything, do to others what you would have them do to you, for this sums up the Law and the but powerful notion about the ethical treatment of others that has resonated through the ages and throughout the Christian and non-Christian world.

Matthew presented the Golden

is not only about human interpersonal relationships, but it is also theological in the sense that it is how God guides us on how to relate with each other. More

put ourselves in our neighbor’s place, we shall not make foolish or evil wishes. The Golden Rule puts vital emphasis on empathy

The reverse

It’s not that I do not believe in the Golden Rule. In fact, I had been an avid fan and follower since I gained consciousness. But, read on just the same and see if you can agree with my case of reversing the Golden Rule.

If you reverse the Golden Rule,

as they would have you do unto

In the Golden Rule, the a whale of a difference.

Analyze this

last

In the Golden Rule, you are asked to do to others as you want them to do to you. The controlling condition is what you want or like. This is perhaps one reason why I hardly ever get over easy eggs for breakfast. It is possible that the chef wants his eggs well done, and therefore expect others to like well done eggs. Often, people serve you the way they would want you to serve them. Unknowingly, people seem to impose their own preferences on the people they serve. It’s almost like saying that people serve you in the very same manner that they want to be served.

What happens if you reverse the Golden Rule? The reverse tells you to do to others, as others would want you to do to them. This seems to me to be the better type of customer service that everyone deserves.

Customer service nightmare

Here is a true story about a simple customer service nightmare. I came

and enjoyable vacation. Imagine my eagerness to come home. I bought a two-way ticket to the USA from a well-known US airline, pieces of luggage at O’Hare and was told to get my luggage in Manila. In Tokyo, I was diverted to a new Gate and was surprised to see that I was

I have paid for with the American airline. I disembarked in Manila without my checked-in baggage. More than 50 passengers had the

a form by airport personnel. Roy

Zapanta of Macroasia, apparently representing either Jetstar or the American airline, advised me return to the airport to get my luggage

some friends in America to tell the airline about my predicament, but apparently the American airline feels that they could not help with my problem. I recalled having paid that airline good money for

When I went to the airport ( NAIA 1) after 36 hours from arrival, I was told that they still don’t have the baggage from Jet

airport building, where I had to wait for more than 20 minutes. A certain Marvin, apparently also from Macroasia, later gave me a

for follow-ups. He said he has my contact numbers in their record and he will call me for updates. More than 72 hours have passed since Marvin gave me the number. I called practically everyday. I also sent text messages. But, up to this writing, I haven’t got my luggage, Marvin has not called me up, and Marvin has not texted back or answered my calls.

Personalize, individualize, customize

To reverse the Golden Rule and deliver an outstanding customer service, I have three words for you — personalize, individualize,

- ing all customers the same way, and assuming that they want the

recipe for failure.

My nightmarish customer service experience continues to stretch my patience. I’ll probably not take legal action against Jetstar and the airline in America that got

the

reverse.

I shall recommend

ErnieisthechairmanoftheAmerican thePhilippines’sHumanCapital theEmployersConfederationof thePhilippines’sTechnicalWorking SocialIssues,andpastpresident ofthePeopleManagementAssociation He canbereachedaterniececilia@ gmail.com