Have you ever yelled at a server because your latte wasn’t 180 degrees of molten lava? Complained about oat milk running out, as though the barista has a secret grudge against your plant-based lifestyle? Or, heaven forbid, snapped your fingers at a waiter like they’re auditioning for your personal butler? Congratulations, you’ve just failed every single lesson in customer service etiquette.
It’s time we talk about the insidious phrase that’s been enabling this nonsense for decades: "The customer is always right." This mantra, once meant to inspire quality service, has been twisted into a shield for bad manners, entitlement, and outright rudeness. If you’ve ever used this phrase to justify being a terrible human being to someone just trying to do their job, this article is for you. Let’s dissect the absurdity and fix it – one passive-aggressive “Have a nice day” at a time.
The Origins of 'The Customer Is Always Right'
Before we begin the teardown, let’s give credit where it’s due. The phrase “The customer is always right” originated in the early 1900s, attributed to retail pioneers like Harry Gordon Selfridge and Marshall Field. Back then, it was a revolutionary idea meant to prioritise customer satisfaction and ensure fair treatment.
However, what Selfridge and Field actually meant was more nuanced: "The customer is always right in matters of taste." In other words, if a customer wanted something unconventional or seemingly odd, it was the business’s job to accommodate, not judge. Fast forward a century, and this sentiment has been butchered, shortened, and weaponised. Now, it’s less about service and more about letting entitled customers throw tantrums unchecked.
Examples of Entitled and Rude Customer Behaviour
Let’s talk about some of the behaviours that make service workers consider switching careers to professional hermit. These examples of failing at customer service etiquette might make you cringe, and you might recognise a few of these (hopefully not from your own greatest hits):
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Snapping fingers or clapping to get attention.
Unless your server is a golden retriever, this is wildly inappropriate.
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Blaming staff for things beyond their control.
“Why is it raining?” Um, ma’am, because water vapor condensed in the atmosphere?
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Throwing a fit over minor inconveniences.
Throwing a tantrum because your fries are two degrees too cold? That’s not earning you a Michelin star review, just a solid eye-roll from the staff.
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Leaving a mess behind.
Tables that look like the aftermath of a frat party are not part of the job description.
These behaviours don’t just inconvenience staff; they ruin the experience for other customers who, shockingly, are also human beings trying to enjoy their day.
Why Entitlement Hurts Everyone
Entitled customer behaviour doesn’t exist in a vacuum. It breaks every principle of customer service etiquette and It has ripple effects that extend far beyond the unfortunate barista on the receiving end of your iced-coffee meltdown.
First, there’s the toll it takes on service workers. Endless rudeness and unrealistic demands lead to burnout, high turnover rates, and a culture of “smile through the pain.” Workers deserve dignity, not your misplaced wrath.
Second, entitled customers create a hostile environment for everyone else. Imagine standing in line at a café, watching someone berate the cashier because their croissant isn’t flaky enough. It’s uncomfortable, unnecessary, and frankly, embarrassing for everyone involved.
Lastly, entitlement perpetuates a toxic cycle. When people witness rude behaviour being rewarded with freebies or apologies, it reinforces the idea that throwing a tantrum is an effective strategy. Spoiler alert: it shouldn’t be.
A New Mantra for Customer Service Etiquette
It’s time to retire “The customer is always right” and replace it with something more grounded in reality. May I suggest a few alternatives?
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“The customer should not act like a complete arsehole.”
Because even the best sandwich on earth isn’t worth the verbal abuse you dish out when it’s not cut diagonally.
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“The customer is always right... in matters of taste.”
As it was always meant. Want to dip your fries in milkshake? Go for it. But don’t scream at someone because they ran out of gluten-free buns.
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“The customer isn’t always right, and they should stop being a childish twat.”
Revolutionary, isn’t it?
The truth is, customer service is a two-way street. Respect and courtesy should flow in both directions. So the next time you’re tempted to snap at a cashier or lecture a server, take a deep breath and remember: you’re not the hero of this story.
Conclusion
Bad customer behaviour isn’t just annoying – it’s corrosive. It eats away at morale, spreads toxicity, and makes everyday interactions unbearable. So, here’s a radical thought: treat service workers with the same respect you’d want for yourself. Stop waving your hands, quit yelling about the missing ketchup packet, and for heaven’s sake, don’t demand a full refund because your soda has too much ice.
Remember, customer service etiquette isn’t just about making their job easier. It’s about making the world a little less insufferable – one non-snapped finger at a time.
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