At Stew Leonard’s, rule one is that the customer is always right. Rule two, if the customer’s ever wrong, reread rule one. Those rules were carved into a three-ton granite rock outside the original Stew Leonard store more than 50 years ago, all because one woman tried to return a carton of eggnog.

CEO Stew Leonard Jr. and Director of Marketing Blake Leonard sat down with Forbes to discuss how customer service principles shaped Stew Leonard’s into a $600 million grocery chain. The father and daughter duo also discussed implementing store animatronics, adopting customer suggestions, and maintaining high quality for fresh products.

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