Beyond "Always Right": Every Customer Deserves to Be Heard and Supported

Is the customer always right? We’re rethinking this age-old adage. While well-intentioned, it can create adversarial dynamics. This post explores a shift towards empathetic customer service: focusing not on who's right or wrong, but on understanding why a customer feels a certain way. Discover how prioritizing being heard and supported, even when a request can't be met, fosters deeper trust, loyalty, and ultimately, a more resilient and impactful business built on genuine connection.