Hi Chris, Thank you for another very well written article, and for bringing so many related themes together under this umbrella. Of course the customer is not always right about the facts or the situation (and at times may exaggerate or even lie). But the customer is "always right" about whatever it is they truly value - and acknowledging this can go a long way in conveying empathy, creating connection, and putting customer and service provider "on the same side". This short video makes the point" https://youtu.be/aOTqJBUGIHA