So Courier Nation, let me ask a question: Is the customer always right? Especially when Doordash, Grubhub, Postmates and others are our customers? You hear that phrase a lot: The customer is always right.
It’s a concept that works in retail
Way back in 1905, Sears, Roebuck & Co published that “Every one of our thousands of employees are instructed to satisfy the customer regardless of whether the customer is right or wrong.” Okay, so Sears is barely hanging on by a thread these days, but considering it’s been 114 years since they said that, I’m going to say that it worked well for them.