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Is the Customer Really Always Right? Navigating Holiday Hustle with Grace

Erika Willitzer
2 days ago
2 min read

The phrase “The Customer is Always Right!” has been a golden rule in business for decades. It’s catchy, it’s simple, and it sets the tone for prioritizing customer satisfaction. But let’s be honest — especially during the Christmas season when stress levels are high, lines are long, and emotions run hot — the customer isn’t always right.

So how do small-town businesses honor the spirit of the season while protecting their staff, their sanity, and their standards? Let’s break it down.

The Origins of the Phrase

Coined in the early 1900s by retail pioneers like Harry Gordon Selfridge, the phrase was meant to build trust and encourage shoppers to feel valued.
It worked — customers felt empowered, and businesses gained reputations for service excellence.
But in today’s world, where misinformation spreads quickly and entitlement sometimes trumps empathy, the phrase can feel outdated if taken literally.

Why the Customer Isn’t Always Right

Unreasonable Demands: Holiday shoppers may expect discounts, freebies, or exceptions that aren’t sustainable.
Disrespectful Behavior: No one should tolerate rudeness or abuse, even in the name of “service.”
Misinformation: Customers may insist on incorrect product details or policies, leading to confusion.

Navigating Holiday Challenges with Grace

Here are practical ways to keep your business merry and bright — even when the customer isn’t right:

Set Clear Boundaries: Post holiday policies (returns, exchanges, shipping deadlines) visibly so staff can point to them with confidence.
Train with Empathy: Equip your team with phrases like “I understand this is frustrating, let’s see what we can do together” to diffuse tension.
Protect Your Staff: Make it clear that abusive behavior won’t be tolerated. Empower employees to escalate situations without fear.
Offer Alternatives: If you can’t meet a request, suggest a creative workaround — gift cards, bundled deals, or future promotions.
Keep the Spirit Alive: Add humor, warmth, and festive touches to interactions. Sometimes a smile or a candy cane can soften even the toughest customer.

Balancing Service and Sanity

This Christmas season, remember: the goal isn’t to prove the customer wrong — it’s to keep the relationship intact while standing firm on what’s fair. The best businesses know how to blend empathy with boundaries.

So maybe the phrase needs a holiday update

“The Customer Deserves Respect — and So Do You.”