Is the customer always right?

Customers deserve respect, but facts, safety, and fair policy matter more.

Customers can be mistaken, abusive, or wrong about facts, and blind deference enables bad behavior while demoralizing staff.

Customers can sometimes make unreasonable demands that harm staff morale and business operations.

Customers deserve respect, but they can be wrong about facts, unreasonable, or abusive—and good service means honest limits, not blind agreement.