[Big Al]

Facebook is a large organization. yet their shares have fallen badly. They thought they knew better than their customers,

Money-gram is a large organization but they are paying out many millions of dollars in penalties. They would not listen to their customers.

Ib is a large company but things are not going to plan. The reports on V5 are woeful. They did not put their customers first.

What went wrong? Simple, they all forgot the business rules as below.

A Customer is the most important person ever in this organization. in person or by email. - Listen.

A Customer is not dependent on us—we are dependent on him. -Listen.

A Customer is not an interruption of our work—he is the purpose of it. We are not doing him a favor by serving him—he is doing us a favor by giving us the opportunity to do so.- Listen.

A Customer is not an outsider to our business—he is part of it.- Listen.

A Customer is not a cold statistic—he is a flesh-and-blood human being with feelings and emotions like your own, and with biases and prejudices. -Listen.

A Customer is not someone to argue or match wits with. Nobody ever won an argument with a customer.-Listen.

A Customer is a person who brings us his wants. It is our job to handle them profitably to him and to ourselves.- Listen.