Is the customer always right?

This quote from Charlie Trotter was recently featured as a metacool Thought of the Day on Diego Rodriguez’s blog:

“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?

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Feedback, Customer Insight. Bookmark the permalink.

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