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1.The customer is always write. ( I actually learned that one from having 4 females in the house )
Do any situations stand out from your experience where you felt the customer was absolutely wrong but you bit your tongue and told them they were right and you did something to resolve the issue where it cost you?
Have you found this business rule to help you out in the long run?
Man I could write you a few stories on that one, I've seen a few customer / contractor screeming matches and everyone ends up looking bad. I think the best thing to do is if it is a non warrenty issue and it only cost you a few hours, let them be write, fix it and move on.