Is the customer always right? in Customer Experience & Reviews Posted 2 hours ago We all know the expression, "The Customer is always right." But is that really true? The other day a customer walked over to my tech and starting to scream at him for failing the NY State annual inspection. I intervened and told the customer to stop and get away from my employee. I also told him that I would not tolerate anyone yelling and screaming at one of my employees. Should I have been more "reserved" and try to defuse the situation? Should I have "politely" listened to the customer's issue? Have you been in this position and what would you do?