There's a saying: “the customer is always right.” Really? What about:

1. A customer who wants a refund on something they clearly did not buy at your store?
2. A customer who “buys” an expensive TV for the holiday weekend, only to return it Monday for a refund?
3. A customer who is abusive, obnoxious, or just too high-maintenance (costing you valuable time and emotional resources)?

Are those customers right?

Is the customer, in fact, sometimes wrong – and what do you do when they are?