Posted by Daniel Fri, 28 Apr 2006 11:51:09 GMT

The Customer is Always Right:

The answer might surprise you. It’s the unwritten rule 3 on Stew Leonard’s famous granite rock:

If the customer is wrong, they’re not your customer any more.

In other words, if it’s not worth making the customer right, fire her.

Successful organizations (and I include churches and political parties on the list) fire the 1% of their constituents that cause 95% of the pain.

[This is a very hard thing to do, but when I’ve accomplished it… it’s been worth it.]
Source: Seth’s Blog