Is the customer always right?

You better believe it! Does it really matter if you're right? Yes it does, but not at the expense of making your customers wrong.

If I had to choose between being right or being wrong and helping a customer see my problem as their opportunity - I would be wrong every time.

There is a power in being wrong, it demonstrates you're endowed with substance and character, certainly enough, to not indulge in the delusion of being perfect. Let's be honest, we all make mistakes, of course we do, some big and some small, but still all.

It takes a strong woman to admit when she is wrong, particular if her reputation or millions of dollars is riding on being right. Don't pretend you're perfect, cause no one is.

When you're right and your customer is blatantly wrong, don't use this opportunity to highlight their humility, instead choose to take the higher ground (empathy) and make sure you transcend their wrong into a right that works for both parties. 

If you make a customer wrong, make not mistake -  everyone loses. You lose their patronage (yes, they will leave in the persuit of being right) and they lose your ability fulfil their needs and aspirations. 

Remember, two wrongs can indeed make a right, but it takes empathy and a willingness to see customer challenges from a different perspective.