“You know the old adage that the customer’s always right? Well, I kind of think that the opposite is true. The customer is rarely right. And that is why you must seize the control of the circumstance and dominate every last detail: to guarantee that they’re going to have a far better time than they ever would have had if they tried to control it themselves.”
Is the customer always [or rarely] right? And did Charlie Trotter become a “Leader Left Behind” because he is so reluctant to listen to his customers?