LTYM - Stew Leonards

Letters to a Young Manager

Stew Leonards, #491
LTYM >

Please note that this letter is in-process; the following are my notes

Dear Adam,

***

The sign engraved in the rock that everyone sees walking into Stew Leonard's:
"Our policy: Rule 1: The Customer is always right! Rule 2: If the customer is ever wrong, reread Rule 1"

"The success of this family-owned business and its legion of loyal shoppers is largely due to their passionate approach to customer service: "Rule #1 -- The Customer is Always Right"; Rule #2 - If the Customer is Ever Wrong, Re-Read Rule #1." This principle is so essential to the foundation of the company that it is etched in a three-ton granite rock at each store's entrance." [1]

***

Sincerely yours,
Ed

________________________

[1] See http://www.stewleonards.com/how-it-all-began/

Takeaways:

The customer is always right

Discussion Questions:

For Further Reading: