The Customer Is Not Always Right

by Pamela Hollington

I once met James Harrington, who was "Mr. Reengineering" at Ernst & Young. We were talking at lunch after hearing a presentation he delivered. One of my colleagues at the table used the now-familiar phrase, "the customer is always right." Mr. Harrington had a different view on this -- one that has proven true time and again.

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The Customer Is Not Always Right 24 November 1999