With tools in place, customer can be king:

Is the customer always right? “Darn tootin’,” as my son, who is in the business of customer satisfaction, would say. Factually this may not be true-the customer can be wrong-but we have to let customers think they’re infallible if we want a successful business. The president of a company I used to work for always said “the customer is king.” Fairytales depict kings as the ultimate power, and in business customers should have fairytale-like powers, too. Most businesses serve five…

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