Why The Customer is NOT Always Right

Rethinking client relationships, setting boundaries, and redefining what good service really means

“The customer is always right” is one of those sayings we’re all familiar with. As a cornerstone of good customer service, most large companies have this concept baked into their guiding principles—and many small businesses follow suit.

Before I started my business and worked a W-2 job, I was generally stuck within those confines. Anytime there was conflict between myself and a customer, I’d feel a tight grip in my stomach, knowing I’d have to explain myself to a manager and provide a bulletproof reason why I shouldn’t be penalized for whatever happened.

But now that I’m a business owner, I have no one to explain myself to except me when situations like this arise. I’m my biggest cheerleader—and from the outside looking in, I know I would never want myself to take crap from someone (even a high-paying customer) when I don’t deserve it.

So why, then, do I still feel that deep sense of fear when conflicts with clients arise?

Sure, part of it is the pressure of being the captain of my own ship—my income and my family’s well-being rest entirely on my business. But as I was reflecting on it this morning, I realized there’s something deeper going on.