I thought this, at the end of the article, was telling: "The customer is always right - not here, you understand?" he says, raising his voice. "I hate that phr

I thought this, at the end of the article, was telling: "The customer is always right - not here, you understand?" he says, raising his voice. "I hate that phrase - the customer is always right. Why is the merchant always wrong? Can the customer ever be wrong? Is that not possible?" I suspect (hope) that such a lack of imagination will ultimately curb his success. You don't treat your customers well purely for your customers' benefit...