This book uniquely considers is how interaction with difficult student families poses an opportunity for leaving lasting positive impressions that win students back. The Customer Is Not Always Right! understands that this means school staff, faculty and administrators are placed in difficult situations with the potential to either drastically hurt or help their customers' experiences, and, as such, their schools' bottom lines. For this reason, you'll find these rules promote a new kind of customer service that empathizes with families while reaching a common ground that fights staff burnout and turnover.