Excellent article!! "The customer is always right" mantra doesn't take into consideration those who are serving the customers much, does it? I'm sorry you had to endure "Senior Karen" and I can only imagine what else you encountered. I'm sure you have stories-a-plenty but I'm glad you were able to get something positive out of it by accepting the importance of saying "no" to preserve your energy and spirit. One of my favorite phrases is "no is a complete sentence." Sometimes a firm no to someone who expects to receive more than others is the best way to create both a teachable moment and a reprieve for your SANITY! Thank you so much for sharing.