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THE UPWARDS LEADER

“The customer is always right.”

A great premise that isn’t always true.

A great leader should be able to discern this.

A great leader will discern when the customer isn’t right, and when the employee is.

A young man who worked in retail told me last week how a customer approached him and asked about buying a display item, which was not for sale. But due to store policy, the display item had a price tag on it, although invalid. The customer persisted to tell the employee it was for sale, and after explaining a few different ways, the retail employee asked “How about I get my manager to find out?”

The customer agreed and the young man radioed his manager. When he looked up the customer was gone. He looked around for them, and they were no where to be found.

About 5 minutes later, his manager approached…

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