When the customer is wrong...

The following was carved into a giant rock that stood outside the doors of Stew Leonard's "Dairy" in Connecticut, USA. In the late 1980s it was the most profitable grocery outlet In the world. Then Stew got into some trouble with the IRS and I lost touch. But the message remains valid and instructive:

"Rule No. 1: The Customer is always right.
Rule No. 2: If the Customer is ever wrong, read Rule No. 1"


The way some banks and telcos treat people, you'd think the customer revolution hadn't happened. (I'll tell you why tomorrow.)

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