The Customer is Always Right?

In this three minute video a young man discusses his observations about difficult and irrational customers and how they are often rewarded for their very hostile and disturbing behaviors. See if you think that the customers' behaviors justified how they were treated by the retail store or service outlet subjected to the hostility.

As a business owner, how far do you think you would take the maxim 'the customer is always right'? The businesses cited in this video were accused of rewarding hostile behavior in order to ensure repeat business. Do you think their reactions were intelligent, or just a reflex to protect their profits?

For more on difficult customer check out The Defusing Hostile Customers Workbook.