Case of fired Pizza Hut employee queries if the customer is always right

One of the mantras that HR, in hospitality and retail, may instil upon its staff is that ‘the customer is always right’. However, are they?

In a case that has split opinion, the sacking of a Pizza Hut employee, for acquiescing to the requests of a customer, has, once again, shone a light on whether customer requests should always be adhered to.

The case in question refers to a Pizza Hut employee, who worked in Virginia, USA, after they wrote a joke on the inside of a pizza box after a customer requested it.

The pizza in question, ordered by a 12 and 15-year-old boy, shocked their mother when it arrived – the joke was rather, well, saucy – and she complained. The employee then called to apologise.