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Working in customer service and sales I can tell you this statement, for the company I work for at least, is very true - especially in the sense that rock_bottom mentioned.
If the customer says the sky is green, they're wrong; if the customer says that we're not legally obligated to tax them on shipping (which, unfortunately, we are because of the nature of our company), they're wrong; but do any more than calmly explain the situation and the reasons for it and then YOU'RE wrong.
I tell the customer the way things are - and most of the time they see they're getting an unbelievable benefit. In the relatively few cases where someone decides to nitpick on something such as being taxed on shipping (which is especially humorous not only because we're legally obligated to do it but also because often we're talking about an extra $25 on a $600 order or something like that) then I do no more than calmly explain the reasons why to them, and if they don't like it they don't have to buy from me. We're STRONGLY against pressuring people into anything, so I don't do it, and if they miss out on the benefits I'm presenting to them, it's their loss, not mine - there are other customers out there.
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Le temps détruit tout
"Musicians are the carriers and communicators of spirit in the most immediate sense." - Kurt Elling
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