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Grandpa didn't have any idea of customer service. But he wanted to make a living. Eventually, we saw it was not in our best interest to be arguing with customers.

You know the old adage that the customer's always right? Well, I kind of think that the opposite is true. The customer is rarely right.

Learning about and from your customers isn't always easy and requires a commitment to continual observation.

Keeping customers is about the experience, and the employees control the culture and temperature of the business. Never forget that.

The customer is not always right.

When you spend time with potential customers, you get to hear about their struggles firsthand. You see their eyes light up with excitement or darken with confusion. You learn things you would never find in a survey, database, or questionnaire. You learn why people buy.

Right or wrong, the customer is always right.

Customers are the reason we open our doors every day, and keep the machines humming all night long. Customers determine what we eat, where we live, whether we stay in business.

I like my customer to be fierce.