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I’ve written about this many times. In the September 2006 issue of Fast Company, Danny Meyer, the famous New York City restaurateur, was interviewed. Fast Company asked Danny a very direct question, and his answer was refreshingly direct. They asked, “So do you impress on your staff that the customer is always right?”

Danny’s response was, “The customer isn’t always right. Sometimes the staff is.”

Danny went on to explain that one of the concepts he instills in his staff is making sure people feel heard. He said, “People don’t need to feel agreed with, so long as they know you took it in, looked them in the eye, and were thoughtful in the process.”

What he is saying is what I’ve been preaching for years. The customer isn’t always right, but they are the customer. So if they are wrong, let them be wrong with dignity and respect.

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at Connect with Shep on LinkedIn.

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