Is the customer always right?

How saying "no" can create a positive response

Those of us working in the service industry have been brainwashed with the notion that a customer is always right. We're taught we must try to please our clients to no end, and though the intention behind this is worthy, we can be misguided by always following this idea—often to the detriment of our companies, our employees and ourselves.

So how do we find a balance between pleasing our customers and not sacrificing resources? Must we wait for clients to choose us, or are we also allowed to choose our clients? And once we do, are we allowed to say "no" to out-of-bound requests? The short answer is "yes!"

As a roofing professional who has been in the industry for nearly 30 years, I've experienced a lot of crazy situations. I'll share with you why I do, and should, say no, along with ideas to help you stand your ground when needed.

Why do residential work?