What Was Sam Walton's Golden Rule at Walmart?

David Senra, reading from Vance Trimble's biography of Sam Walton, says Sam Walton's golden rule at Walmart was that the customer is always right, and if the customer is not right, refer to rule number one.

Hardly a day passed without Sam Walton reminding an employee of that rule. Customer satisfaction was the first essential ingredient, and the rest of the approach was a combination of parts, basic and few. The standard was to go above and beyond when something came back.

A customer who bought a pair of shoes at Walmart and brought them back, for whatever reason, was to have the shoes cheerfully replaced. The sales clerk was also to throw in a pair of socks or stockings for the hassle of having to bring back the defective merchandise.