I've learned that when working with customers, there are times when they're not right, but it's essential to stand my ground while delivering exceptional customer service. To do this, I prepare by being aware of potential ambushes and having clear policies in place, such as communicating standard policies upfront and putting everything in writing. It's also crucial to know your boundaries in advance and be willing to say no to unreasonable requests. In some cases, it may mean losing a client, but it's better for the business to keep running smoothly while maintaining great customer service. By knowing how to stand my ground, I can protect myself from unfair expectations and ensure that all clients are treated fairly.