The boss was furious. He stormed out of his office, voice echoing through the building, and shouted for Little Johnny to come in immediately. Johnny answered politely, like he always did, and stood there quietly while the lecture began. The boss didn\u2019t waste time. He had seen Johnny arguing with a customer who had just left, and this was not the first warning. With a stern face, he reminded Johnny of the golden rule of customer service: the customer is always right.<\/p>\n\n\n\n
Johnny nodded seriously. \u201cYes, sir. The customer is always right,\u201d he repeated, word for word, like he was taking an oath. Satisfied, the boss crossed his arms and asked the obvious follow-up question. If Johnny understood the rule so well, then why was he arguing with the customer in the first place?<\/p>\n\n\n\n
Johnny didn\u2019t hesitate. He looked his boss straight in the eye and answered calmly. He said the argument wasn\u2019t about prices, refunds, or service at all. The customer had been insisting that two plus two equals five. And Johnny, following the rule perfectly, was simply agreeing with him\u2014by explaining why he was wrong.<\/p>\n\n\n\n
The room went silent.<\/p>\n\n\n\n
The boss stood there, stunned, trying to process what he\u2019d just heard. Johnny hadn\u2019t broken the rule. He\u2019d followed it so literally that it backfired in the most logical way possible. After all, if the customer is always right, then someone had to explain why\u2026 and Johnny took the hit.<\/p>\n\n\n\n
Sometimes the real problem isn\u2019t the rule\u2014it\u2019s what happens when someone actually follows it to the letter.<\/p>\n","protected":false},"excerpt":{"rendered":"
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