We’ve all heard of “the golden rule” – do unto others as you would have them do unto you. That sounds like a great sentiment for a customer service environment, doesn’t it? And of course, common courtesy and kindness is always in style.

But what if the way you like to be treated is not necessarily the way they like to be treated? The “Platinum Rule” (“Do unto others as they would have you do unto them, not as you would have them do unto you)” is more tuned in to how your customers would like to be treated, rather than treating them as you would like others to treat you in a similar situation…and that can certainly vary from customer to customer.

The Platinum Rule helps you be more empathetic, basing your interactions with a customer on their perspective, rather than yours. In essence, it’s just one more way we can make sure we are giving exceptional customer service!


Original broadcast July 29, 2015 

Instructor Bio ~ Linda Bruno
Linda has been developing and conducting training workshops for libraries and other organizations for more than fifteen years. She offers workshops on topics   ranging from Leadership Skills to Returning Balance – and lots of areas in between!

Linda received her MBA from the University of Florida and has years of experience in hands-on management positions. She develops her workshops based on solid research and – more importantly – real-life application. Linda is also certified with DDI and Achieve Global.

Once Linda began developing and conducting training workshops, she knew she had found what she wanted to be when she grew up.  She loves the exchange of ideas and experiences that happens when individuals gather to explore life together.