Recently, I had a shower installed in just one day. The lead technician was clearly skilled but very tired by the end of the day. His assistant was new and wasn’t being guided effectively. As a result, several important details were missed—details that now need to be corrected.
At one point, the new helper asked me where I wanted the grab bar. I said I wasn’t sure and asked, “Where would you put it?” He replied, “What side of the sliding glass doors will you go in?” I pointed to the left. And that was it—no follow-up questions, no suggestions, no consideration of reach, height, or functionality.
Only later—just before the lead tech was about to leave—was I told that, because of how the shower was configured and to avoid water spilling onto the floor, it would actually be better for me to enter from the right. If I’d been told that earlier—or if the helper had been trained to think through those kinds of decisions—the grab bar would likely have been placed on the right, where I truly needed it.
When I brought it up, the supervisor explained that I had pointed to the left. Technically, yes—I did. But I’m not the expert. I was hoping for guidance, not just a question. I was relying on their knowledge to help me make a sound decision. That part—the professional leadership—was missing.
And that’s the deeper point: this wasn’t just about a grab bar. It was about process, or the lack of it.
Process matters. It’s what helps professionals lead with clarity, offer meaningful options, and support good decisions. Without it, the burden shifts unfairly onto the person receiving the service—someone who often lacks the necessary information or perspective to make the best call.
In my work as a therapist, process is everything. We don’t move too quickly, skip over preparation, or expect change without structure. There’s a rhythm and intentionality to the work—an understanding that people need guidance, space, and a safe container in order to grow and heal. A good process honors both the person and the goal.
Whether you’re installing a shower or sitting with someone in pain, strong process creates trust, minimizes confusion, and produces better outcomes. It turns effort into excellence—and it ensures that no one is left carrying the weight of uncertainty alone.
So no, the customer isn’t always “right.” But the customer always deserves to be well-informed, respected, and supported by professionals who know how to lead. And that starts—not with perfection—but with a clear, thoughtful process.