The concept of the customer is always right has retarded the business thinking for a long time. It is nothing short of failure that most businesses advocate this motto and make it the cornerstone of their customer service. It has resulted in diminishing the spirit of employees who are viewed as second to customers.  

By neglecting employees and focusing on customers, countless numbers of employees will be silently demotivated and consequently fail to give their best to their customers. Favouring one group of people, customers over another one, employees may be traced to the industrial age which divided people into hierarchical groups. The absence of leadership has allowed the factory model of management to prevail and remain unchallenged.