"I'm just really fed up with the PC and 'customer is always right' type of argument.
"The customer isn't always right and we're not always right but there must be a level playing field and we have got to treat each other with respect.
"But if they go too far then it's only fair we should correct them if they have something wrong."
Exactly my feelings. Dealing with customers and the general public is my idea of hell. That said this kind of approach isn't one that's guaranteed to fail. Look at much bigger businesses like Ryanair where the Chief Exec has been known to insult customers. I think he may have toned it down a bit but it didn't really hurt to begin with.