Paul Downs, founder of Paul Downs Cabinetmakers, ran into a tricky situation with a client after some small scratches were discovered on a boardroom table that Downs' company had built. The scratches were likely the client's fault, but Downs agreed to fix them anyway. Downs writes he doesn't blame the CEO of the client company for trying to get what he wanted and feels he made the right choice in offering to fix a problem he didn't cause.
What's a business owner to do when the customer is just wrong?
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