As a flooring retailer, you’re undoubtedly familiar with the “customer is always right” mantra. You’ve heard time and again about the virtues of being “customer-focused.” And although you may have come to accept these retailing concepts as gospel, I’m here to tell you that these notions can be flat-out WRONG.
And I’m going to prove it to you, right now. (Umm. By the way, if you’re one of MY customers, and you can’t believe I just said what I did, I ask you indulge me by reading this article in its entirety — please!) Consider the following three real-life cases.