VoC Myth Busting with Ian Golding
Ep 10: Is the customer always right?

In this tenth episode of the VoC Myth Busting series, Darren Wake presents Ian Golding with a classic phrase that still shows up in CX conversations: “The customer is always right.”

Ian doesn’t hesitate to bust the myth. He unpacks why this old idea is no longer fit for modern service organisations and how it can actively harm both teams and outcomes if taken literally.

Here’s what we cover:

• Why “the customer is always right” can lead to poor decisions
• What happens when customer behaviour crosses the line
• Why employee wellbeing is a CX issue too
• When it’s okay to let go of a customer

If you’re in CX, service, HR or leadership and want to create a culture that supports both your people and your customers, this episode brings clarity to a tricky question.