Even before I was old enough to hold a job, I heard the popular adage, “the customer is always right.” This five letter phrase didn’t have real meaning until I started working in retail. I was 16-years-old, and it was my first job. I worked part-time at a clothing store in the mall. And from my first day on the job, my manager drilled into my head, “the customer is always right - no matter what.”

“No matter what?” In other words, overlook the fact that some customers return obviously worn clothes and shoes. And ignore the fact that some will manipulate discounts by claiming they found a certain expensive item on the clearance rack.

I have a problem with customers always being right. I know the importance of good customer service, and I realize that to gain repeat business, we’ve got to keep our customers happy. But what if a customer - or client - takes advantage of this privilege? Should we draw a line. And if so, where do we draw the line?

Do I feel my clients are always right? Absolutely not.

I was an employee for six years. During this time I worked in retail, as a receptionist, and as an administrative assistant. I came face to face with different types of people - some nice, some downright rude. I kept a smile on my face, handle their outrageous complaints, and remembered that number one business/customer service rule.

Admittedly, there were times when I lost my cool. I let a customer “have it” over the phone - twice. What can I say, it was a bad day and I wasn’t in the mood for any mess. I’m not proud of my behavior. But in the back of my mind, I’m glad it happened.

I didn’t lose my job - thankfully; and I didn’t have any future problems with those two individuals. I don’t know why, but letting them know I didn’t have to take everything from everyone made a difference.

As a business owner I put my customer’s needs first and I like to think I provide excellent customer service. Still, a line has been drawn. They have to respect me, my business, and my time. I think that’s only fair.

If they overstep that imaginary line, we can no longer work together. And they lose the right to always be right.

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