My business’s corproate motto is ‘The customer is seldom right.”
What is your business!
LOL.My old boss the chef used to say,"The customer is never right,but he's always the customer".And he backed that up.If someone complained to the waitress,he'd go out into the dining room and ask the customer himself.If there were a legitimate grievance(rare),heads in the kitchen would roll.If not,he would tell them to leave and not come back.He'd even chase customers into the parking lot to chastise them for stiffing the waitress,telling them not to come back!
Mine is to conduct market research in advance and ongoing to always choose the right market segment of customers to go after in the first place. Spint/Nextel’s size of only dropping 1,200 customers out of 10 million is proof positive they also conduct good market research. I have always admired Sprint. They always seem to have the best management and execute. They also adapt and adopt with the times.