News & Opinions
The latest news and insights from Hanley Wood’s outspoken experts and key thought-leaders throughout the residential and commercial design and construction industry.
The Customer Is Always Right … If You Pick the Right Customer
Paul Winans / Remodeling / August 21, 2014
“The customer is always right” is an axiom that has been around for at least 100 years. The basic idea is that a business should more or less bend over backwards to do whatever the business needs to do to satisfy the customer.
I am not sure if that is the best way to succeed in business. Rather, I would suggest a business needs to make sure that it only works with customers who think the business is right.
What do I mean by that? One of the most dangerous aspects of being in a service business such as remodeling is the client selection process. Make a wrong decision at this juncture and your business can end up living with the awful results for months or even years. “How does Paul know?” you might be asking. Suffice it to say that several times in the life of our business I made absolutely dreadful decisions about who to have our company work for.