Is the customer always right?

Join John Paul Rollert from Chicago Booth as he explores the delicate dance of customer service. He discusses the real-world implications of the phrase 'the customer is always right,' highlighting the struggles retail workers face with unreasonable patrons. Rollert dives into the ethics of return policies, using LL Bean as a case study to illustrate the balance between satisfying customers and maintaining sustainable business practices. Prepare for a thought-provoking take on customer dynamics!