>This customer is not only right, but is representative of a whole class of customers that you need to learn to win over.
That's not always true. If a certain subset of customers wants something ridiculous, they can either go elsewhere or learn to adapt. For better or worse, companies often times have the ability to drive public sentiment just as much as they have the responsibility to pander to it. When Apple removed headphone jacks from all their products they did so against a torrent of outrage, but fast forward 5-7 years and they absolutely made the right call. People learned to get over it.
Catering to bordering-on-harmfully-obsessive parents isn't always the best call.
I said listen to the customer because it is a legitimate point of contact, and they are not going to be the only one thinking what they're thinking, and even if you want to ignore them, you don't want to create a scene in front of other customers, so you can still think about and learn from the experience. The customer is always right from the customer's perspective, and you need to understand your customers' perspectives.
That's not always true. If a certain subset of customers wants something ridiculous, they can either go elsewhere or learn to adapt. For better or worse, companies often times have the ability to drive public sentiment just as much as they have the responsibility to pander to it. When Apple removed headphone jacks from all their products they did so against a torrent of outrage, but fast forward 5-7 years and they absolutely made the right call. People learned to get over it.
Catering to bordering-on-harmfully-obsessive parents isn't always the best call.