What do to when the customer isn't right

04/17/2012 | New York Times (tiered subscription model), The

What do you do when a customer is convinced he's right, but isn't? Cabinet-maker Paul Downs writes that he had to answer that question when a large client wanted an expensive repair to a table the client had damaged. Downs outlines his strategy for keeping customers happy while preventing costly mistakes.

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New York Times (tiered subscription model), The

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