If you’ve ever worked in hospitality or retail, you’re likely familiar with the adage “the customer is always right”.

This phrase has become a thorn in the side for many public-facing workers because, truth be told, customers are not always right.

Yet, this saying is often wielded as a shield for rude and demanding behaviour. Not every customer misuses it, but ask any retail or hospitality worker, and they’ll have a litany of stories about entitled patrons insisting their method is the only…