From Cork and Seal Co., Inc. (HBS 378029):
Crown’s sales force, although smaller than American’s or Continental’s, kept close ties with customers and emphasized Crown’s ability to provide technical assistance and specific problem solving at the customer’s plant. This was backed by quick manufacturing responses and Connelly’s policy that, from the top down, the customer was always right. As Fortune described it:
At Crown, all customers’ gripes go to John Connelly, who is still the company’s best salesman. A visitor recalls being in his office when a complaint came through from the manager of a Florida citrus-packing plant. Connelly assured him the problem would be taken care of immediately, then casually remarked that he planned to be in Florida the next day. Would the plant manager join him for dinner? He would indeed. As Crown’s president put the telephone down, his visitor said that he hadn’t realized Connelly was planning to go to Florida. “Neither did I,” confessed Connelly, “until I began talking."
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