The adage “the customer is always right” has been a guiding principle in customer service for over a century. This maxim emphasizes the importance of prioritizing customer satisfaction. However, in today’s hyper-competitive market, the interpretation of this principle has evolved, sometimes leading to unintended consequences.

This article explores the impact of entitled consumers on small businesses, examining the origins of the “customer is always right” philosophy, its effects on business operations and employee morale, and strategies for balancing customer satisfaction with sustainable business practices.

The Origins of “The Customer Is Always Right”

The phrase “the customer is always right” was popularized by retail magnate Harry Gordon Selfridge to convey the importance of customer service in retail.…