The Customer Is Not Always Right (And That’s Not a Crime)

We’ve all heard it. The golden rule. The holy grail of business.

“The customer is always right.”

Really?

Tell that to the waiter who was blamed for the fish being “too fishy.”

Or the tech support guy whose client complained that their laptop wouldn’t charge — because they’d plugged the cable into a toaster.

Spoiler: the customer was not right.

Let’s Get Real: Some Customers Are… a Lot

Look, we love our customers. Most of them are lovely, patient, and respectful.

And then there are the others.

The ones who:

• I want a refund because the “colour of the product changed under the moonlight.”
• Demand a discount because “they’re an influencer” (with 83 followers)
• Complain that your 24-hour response time took 26 hours — on a Sunday — during Diwali

We’re all for service. But we’re not wizards.

Why This Rule Needs a Rewrite

“The customer is always right” is a cute phrase.

It’s kind of like, “I’ll just have one piece of cake” or “I’ll sleep early tonight.”

It sounds good.

But it doesn’t hold up under pressure.

Here’s why it’s outdated:

• It Throws Your Team Under the Bus

You won’t have staff for very long if you expect them to smile through abuse. No one wants to deal with Karen at full volume over a mildly warm cappuccino.

• It Encourages Drama

When people know they can get away with anything just by “asking for the manager”, they will. Welcome to Season 3 of The Entitled Chronicles.

• Not All Business Is Good Business

If someone is costing you more peace than profit, it’s time to wish them well and send them to your competitors.

A New Golden Rule: “The Right Customer Is Always Worth It”

Let’s be honest — most customers are great.

But the truly right ones:

• Value your time
• Respect your people
• Leave Google reviews longer than three words
• And don’t ask for 17 revisions after approving the design

Give these gems everything. Bend over backwards for them. Write them poems if you must.

Just don’t waste your energy on people who think “rules don’t apply to me.”

True Story Time

• A café in Mumbai put up a sign:
• “Unattended children will be given espresso and a puppy.”
• We approve.
• An e-commerce brand in Bangalore politely terminated a customer’s account after they returned 11 orders in 12 days. Their refund note?
• “We love you. But this relationship is not working for us.”

In Conclusion (Before You Ask for the Manager)

The customer is not always right.

But they do deserve honesty, effort, and a touch of humour.

Because if we’re being real…

Sometimes, the customer isn’t right.

Sometimes, the customer is your aunt trying to get you a “family discount.”

And sometimes, the customer needs a nap.