“One of the oldest sayings in business is ‘The customer is always right.’ I think that’s become a bit outdated. I want to go on the offensive to create opportunities for our customers to feel that they are being heard even when they’re not right. To do so, I always actively encourage them—when I’m on my rounds, in our comment cards, and in letters or emails to us—to let us know if they feel something’s not right. When they do, I thank them.”
Danny Meyer
