Best Of Blau (Reprinted from July 1994)

In past columns I took the opportunity to vent my anger against the "slugs" who tell Mr. and Mrs. Homeowner that they've been ripped off because they would have done a job much cheaper than the firm that actually did the work. This month I want to address how a business owner ought to respond when a customer accuses him of overcharging.

My overriding business philosophy is that a business exists only to gain and keep customers. The customer is always right. The only valid excuse for losing customers is when they die or move away from your market area. Otherwise, you do everything humanly possible to keep them.