And the truth is, the customer is usually right from their point of view. When a customer comes to you with a feature request or a complaint, they are right in that they have a problem. Something in their worldview is not satisfactory to the point that they have come to your domain, tracked down your contact form, and decided to send you a question or a request about your product.
The key thing to remember is that while the customer may be right about their problem, it doesn’t necessarily mean it’s the right problem for you to be solving at this exact second. You have to constantly be weighing priorities and making tradeoffs between short-term and long-term product improvements.
Wade’s got a great way of looking at the age-old “the customer is always right” motto. The customer is right in that they have a problem but it might not be the problem your team should solve.