27d • Breakroom - Chat
The Customer Is Not Always Right
There, I said it.
Some customers are rude, wrong, or flat-out unreasonable — and pretending otherwise is killing good retail teams.
The “customer is always right” mindset was built for a time when respect went both ways.
Now it’s used as a shield for bad behaviour.
Good customer service isn’t about saying yes to everything.
It’s about finding the right solution without throwing your team under the bus.
When managers side with toxic customers just to avoid a complaint, they lose more than the argument — they lose staff respect.
Empower your team to handle issues with fairness, not fear.
Support them when they do the right thing.
Because a happy, confident team will deliver better service than one constantly apologising for doing their job.
💬 Agree or disagree? Should retail finally drop the “customer is always right” myth?
#retailtruths #retailleadership #retailwork #customerservice #ozmattymac #theretailbreakroom #retailculture #management
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The Customer Is Not Always Right
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