Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

Exercise 6

One national home improvement store trained employees to "make a customer, not a sale." For instance, if a customer tried to buy a small item such as a bolt that didn't have a barcode or one that was unreadable, employees would let the customer have it for free rather than make the customer wait for a price check, and then write down the product on a log sheet. How does such a philosophy support the themes of this chapter?