27. The Customer is Always Wrong (But You Still Have To Show Up Anyway)

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Today’s episode is a full-on rant—and one that every business owner needs to hear. I’m pulling back the curtain on a recent frustrating customer experience I had as the customer and what it taught me about how we respond when things go wrong. Whether the customer is right, wrong, or just plain rude (hello, angry potato guy), how we handle these situations can make or break trust in our business.

I’m sharing real stories—from a $500 disappointment to a mind-blowing act of generosity—that highlight exactly what great customer service looks like (and what it doesn’t). This isn’t just about refunds or responses—it’s about showing your customers they matter, even when the tech fails, the email goes missing, or (sometimes unreasonable) expectations aren’t met.

If you’ve ever struggled with setting boundaries while still wanting to overdeliver—or if you want to build a business that’s both generous and sustainable—this episode is for you.

Key Takeaways:

• Why “above and beyond” should be your baseline for customer experience
• How to prepare for inevitable tech failures (and what to do when they happen)
• The difference between being generous and being a doormat
• How one business owner earned my lifelong loyalty—even when I was 100% in the wrong
• Why acknowledging your customer’s feelings matters more than proving you’re right

Thrive in 5:

1. Design the Experience: Map out what you want your customers to feel the moment they buy, sign up, or reach out. 
2. Set that tone intentionally. Make sure you set clear expectations of what they can expect and when.
3. Build in Backup Plans: Set up automated systems—but also create a plan for when those systems fail. (Because they will.)
4. Choose Your Response: When things go sideways, resist the urge to get defensive. Show up with empathy, generosity, and a desire to make things right.
5. Surprise and Delight When You Can: Sometimes, going above and beyond (even when you don’t “have” to) is what sets your brand apart.

What kind of experience are you creating for your customers—especially when things don’t go as planned? If this episode made you rethink your own customer service flow, send me a message. I’d love to hear what you’re shifting or rethinking. 

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