oldbones - 6/18/2021 18:37

I never believed the saying, myself.
For an example (and this actually happened that I was a witness to):
If a customer thinks he needs a new battery, but the alternator is the problem, and you sell him the battery (knowing that the alternator is probably the problem), he's gonna be pi$$ed when he finds out it wasn't the battery. Now he has a "used" new battery that he doesn't need, and still has to get the alternator.
Could give many examples of where the customer was wrong and they were happy when they found out that the other guy was trying to help them, not just take their money.

Also, there are ways to inform the customer that they are wrong without pi$$ing them off. Either the dealer did a poor job of teaching you, or.........
If a customer is convinced that he needs a part that he doesn't, he shouldn't whine and bitch about not bringing back a "used" part when it doesn't fix the problem.
So, no, the customer isn't always right.