For decades, the hospitality and service industries have operated under the mantra: “The customer is always right.” But in today’s world—where self-respect, emotional well-being, and workplace dignity are finally being acknowledged—this approach demands a more nuanced approach. While delivering excellent service remains non-negotiable, staff are increasingly expected to draw boundaries, especially when faced with over-demanding or disrespectful guests.

The modern guest experience isn’t just about going the extra mile—it’s about walking a tightrope. Service staff are tasked with keeping customers happy while also upholding professional integrity and organizational policies and profitability. This is where emotional intelligence, training, and clear communication come into play.