The customer is ALWAYS right...but are they really though?!? I agree with the basic sentiment of this statement, which is to treat all of your customers with respect and appreciation, but sometimes they CAN actually be wrong. Some issues are really black and white, by that I just mean that the policy is written in black and white that everyone can read (now their understanding of what they have read may be the real issue). Shameless plug....WRITING IT DOWN is exactly what C