I have been doing what i do for over 16 yrs...i used to go with the whole "the customer is always right". Since moving where i am,working in the town i do,i have GREATLY amended that. Its about a 60/40 split. I have no problem dealing with a little "upsetness" when i or my staff am in the wrong HOWEVER i have learned to spot the little signs of when people are just trying to get something for nothing,and i will call bullshit. I have been given a lot of unofficial leeway on this because of the area we are in. Dont get me wrong i am still nice--til its time to not be nice-to the customer,but if they continue to be rude or threatening i do not tolerate it.
its a fine line to work,and im sure i dont always walk it perfectly,but i do NOT agree that they are always right in this day and time.
ps...the common line is..
customer: you are a bitch
me:yes i am,thank you
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