What They Want Is What They Need
http://www.writersblock.ca/spring1995/busword.htm

Holland, Anton
Writer's Block
1995

Abstract:

Is the customer always right? My uncle Fred would argue that in the microcosm of neighbourhood corner store management the customer had better be always right, or you won't have your corner store for very long. He also knew, however, that regardless of his philosophical approach towards running his business, a lot of his customers who were supposedly right didn't have a clue as to what they were complaining about...but he'd never tell them that.