Question 19 – How do you decide between what’s best for the customer or what’s best for the business?

The customer is not always right. But you should still do what’s good for them. This, I strongly believe.

Businesses exist to serve customers. Without customers, there would be no business. Consumers don’t need business; it’s the other way around. So any business that makes decisions that puts the business before the customers is doing it wrong, in my mind. And it’ll come back to bite them in the end.

The only thing worse is a company that has its employees convinced that its mission is one of good, when if they’re really being honest, it’s not. I can think of a number of packaged goods, especially in the health and beauty category, that fit this bill, not to mention the packaged foods industry. But I digress.

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