The internet has been a buzz about the dust-up between singer and former talk show hostess, Kelly Clarkson, and the Buck twins and Adam Rubin’s Art of Play store. The conflict arose over a mechanical bird that may or may not have been for sale and whether the store clerk said or implied that Clarkson couldn’t afford it. People have been taking sides. The rub is that we will never know exactly what happened.
I suppose that if I were forced to take a side, I’d be on Clarkson’s team. Not because I’m a fan as I’m not sure I’ve heard one of her songs. It’s because I worked retail for many years early in my career. There were two things that I learned: the customer is (mostly) right and treat others well as they may not buy today but they may tomorrow. As far as I know, neither of these were followed.
Clarkson may have overreacted however Adam Rubin should have eaten crow and apologized. Instead he doubled down and things escalated. If he came out and said that they apologize for the incident, invited her come back to visit the store, and see a magic show, all would be well. They’d look great in everyone’s eyes and they’d have new fans.
In the world of business, sometimes you have to be wrong in order to be right.
