الزبون أهمُّ زائر لمكاننا. ليس هو الذي يعتمد علينا، بل نحن الذين نعتمد عليه. ليس عائقًا في عملنا، بل هو غايته. وليس غريبًا عن تجارتنا، بل جزءٌ منها. وحين نخدمه لا نُسدي إليه معروفًا، بل هو الذي يُسدي إلينا معروفًا إذ يمنحنا فرصة لخدمته.

“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.”Mahatma Gandhi