Who's the Boss?

An employee's handbook, a how-to for the counter person, a primer on customer relations

Do you want to increase sales, rise to the top of your game, train yourself or you employees in customer relations? The counter person, the telephone person, the delivery person are the keystones of a successful business. The customer is the ultimate boss. Oscar Rudnick, who arrived a teenager from Russia and built a ranching and meat packing empire, was fond of saying, "The customer is not always right, the customer is not always wrong…but the customer is always the customer." I don't know how it could be better said. Unless as by the fella who founded the world’s largest chain of general stores…WalMart: “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” – Sam Walton