Customers Aren't Always Right, But They Deserve Respect

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We arrived at our hotel room here in Nova Scotia after an exhausting first vacation day to find two roaches on the wall. When I mentioned it to the desk attendant the next morning, I was met with a curt denial: "No you didn't; it was an earwig."

I don't believe that customers are always right, and sometimes they need to be educated. What is inexcusable, though, is a lack of empathy. Escalating a complaint situation by invalidating your patron's own version of the truth is a sure way to lose them for life.

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