I came across this quote at the weekend:
A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
It’s widely attributed to Gandhi and whilst this utterance doesn’t rank amongst his greatest achievements it does show remarkable vision and foresight, given that he died in 1948.
In fact, most companies still haven’t woken up to this reality today, despite the fact we’ve been living with the cliche ‘the customer is always right’ for a couple of decades now.