Early in my career as a lawyer I heard about the two rules adopted by a grocery chain in the North-eastern United States called Stew Leonard’s. It encapsulated their policy and they were so proud of it they had it chiseled into a granite rock outside the store. It was very simple:

“Our Policy – Rule 1: The customer is always right! Rule 2: If the customer is ever wrong, reread Rule 1!”

I recently re-read this when thinking about this article. Steve King”s article on it, which I can thoroughly recommend, gives a fuller picture: https://stevekeating.me/2021/01/11/the-customer-is-always-right/.Continue Reading The customer is always right.