The Customer Is NOT Always Right

In this episode of Repair Shop Reckoning, Kevin tackles one of the most damaging beliefs in business: "The customer is always right."For years, shop owners have been taught to bend over backward for every customer, absorb every complaint, hand out discounts, and tolerate behavior they would never accept from employees, vendors, or even friends. Kevin argues that mindset is destroying shops from the inside out.Using real stories from the front lines, he breaks down why some customers are worth fighting for and why others need to be shown the door.You'll hear why:• Being afraid of a one star review can cost you far more than losing a bad customer• Free inspections, free diagnostics, and free advice have trained customers to undervalue professional expertise• Protecting your employees matters more than appeasing abusive customers• Documentation, approvals, and record keeping are your best defense against blame and false accusations• Customer supplied parts, discount hunters, and chronic complainers often become your biggest headaches• The shops that struggle the most are often the ones afraid to say noKevin also shares stories involving insurance companies, warranty disputes, customer entitlement, difficult repair decisions, and the importance of standing behind your recommendations even when customers push back.At the end of the day, this episode isn't about being rude to customers. It's about having standards. Great customers deserve great service, great communication, and great repairs. But when someone abuses your people, ignores your expertise, or expects your business to revolve around their bad decisions, there comes a point where the best thing you can do is let them go.Because if you let the wrong customers run your shop, they'll eventually run your employees, your processes, and your profits right into the ground.Become a supporter of this podcast: https://www.spreaker.com/podcast/repair-shop-reckoning--6688688/support.