As someone passionate about what I do, I’ve always believed in putting the customer first. After all, the satisfaction of those who enjoy my bread and pizza fuels my drive. But balancing the mantra “the customer is always right” with staying true to your own integrity can be a tricky dance. This week, I experienced a situation that reminded me of the importance of walking that line with grace and patience.

It started when I received a message that a customer’s daughter had arrived at one of my pick-up locations to retrieve their bread order. There was just one problem—their order was actually at another location. The daughter mentioned that they had sent me a message asking to change the pick-up to the first location. My gut reaction was to apologize, assume responsibility, and immediately offer a solution. I told them I’d personally pick up their order from the other location and deliver it to their home.

Driving back to grab the order, I couldn’t shake the feeling that something was off. When I had a moment, I went back to review the message they sent me. Sure enough, the note requested the change, but it mistakenly referenced the location they didn’t want. The error wasn’t mine—it was on their end.

Still, I made good on my promise. I drove the bread to their home, a solid 20 minutes out of my way, because in the moment, their satisfaction mattered more than the blame. However, I decided it was equally important to address the misunderstanding with transparency. I followed up with a polite message, attaching their original note and pointing out the error. I emphasized that despite the mix-up, I was happy to go out of my way to ensure they received their bread.

This experience highlighted a few valuable lessons for me:

1. Customer Care Doesn’t Mean Losing Your Backbone
    It’s essential to take responsibility for the part you play in any situation. But when the error lies elsewhere, there’s no harm in pointing it out with kindness and professionalism. It’s about maintaining open and honest communication.
   
   
2. Go the Extra Mile, Even When You Don’t Have To
    Delivering that bread wasn’t just about fixing the situation—it was about showing that I value my customers enough to go beyond what’s expected. Acts like this build trust and loyalty, even in the face of misunderstandings.
   
   
3. Integrity Means Owning Your Actions—and Encouraging Others to Do the Same
    In business, as in life, mutual respect is everything. By respectfully showing the customer their error, I wasn’t being petty; I was fostering accountability. That accountability creates stronger relationships and clearer communication moving forward.
   
   

The phrase “the customer is always right” doesn’t mean you have to let your integrity take a backseat. Sometimes, the customer isn’t right—but how you handle those moments defines your business and your character. For me, that means owning mistakes when they’re mine, addressing errors when they’re not, and always delivering on my promise to go above and beyond for the people I serve.

So, to the customers who enjoy my bread and pizza: Thank you for your trust and for reminding me, even in challenging moments, why I love what I do. It’s all worth it when I see how much our work brightens your tables and your days.