Putting the Customer First

On average, anyone walking into Wal-Mart is likely to spend more than $200,000 at the store during the rest of his life. Therefore, any clueless employee who alienates that customer will cost the store around a quarter-million dollars. "If we don't remember that our customers are in charge," our trainer warned us, "we turn into Kmart." She made that sound like devolving into some lesser being - a toad, maybe, or an ameba.

From a former Wired writer turned Walmart employee (NY Post). Charles Platt, the author, is guest-blogging at boingboing. Via Mark Perry.