Ron Burley writes in this month's Inc. magazine about "Three Phrases You Should Never Say to a Customer."
"That's our policy"
"There's nothing I can do"
That's ___________ (someone else's) responsibility"
These phrases, said to a camper parent, are surefire ways to create a
meltdown that won't turn out well for your camp. They shut down
conversation and as Burley says are "a declaration of war." They draw a
line in the sand that pits your camp against the parent. Avoid them!
