The customer is not always right

Over the years, I’ve learned something important.

The customer is not always right.

The customer is the customer. My job is to provide the service, product, and experience based on years of knowledge and real-world experience.

I can advise what I believe is the best way to do something. I can explain the risks. I can explain the long-term consequences. But if a customer decides they want it done differently than what I recommend, I make sure I get that decision documented in writing. CYA matters in business.

Case in point.

On a recent camera installation, I recommended running the network cable inside conduit based on where the cable was being installed. The customer chose not to do that.

That section of cable has now already been replaced.

There’s a difference between helping a customer make decisions and pretending every customer decision is automatically the correct one.

Experience exists for a reason.