The Customer Is Not Always Right.

The most expensive customer I’ve ever had barely used my business.

That probably sounds backwards.

When you own a business, you assume your most expensive customers are the ones who ask for refunds, don’t pay their invoices, or demand discounts. Sometimes that’s true. But more often, the most expensive customer is the one who quietly drains something far more valuable than money.

Your time.

Your attention.

Your team’s confidence.

Your culture.

This week, I found myself thinking about a phrase we’ve all heard a thousand times:

“The customer is always right.”

For years, I believed it.

I believed great customer service meant finding a way to make everyone happy. I believed every complaint was an opportunity to improve. I believed if I listened long enough, explained thoroughly enough, or made one more exception, we would eventually meet in the middle.

Sometimes that’s exactly what happens.

Sometimes a simple misunderstanding turns into a loyal customer because someone took the time to care.

But sometimes...

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