I think a part of the problem is in perception
I had a "discussion" with a customer a few months ago where I was actually exceeding our minimum requirements, to be met with a very forceful comment of "you can't do that"
I then had to explain in measured tones that I had every legal right to do what I proposed, I did not have to consult or actually tell the customer either. Customer then got angry having it explained as it is.
There is (still?) a perception that the customer is always right, in a lot of cases where legislation is involved that is not the case.
A case in point is the "Stupid Passenger Comments" thread in Cabin Crew.
The title is perhaps over the top, but the thread starter chose that. But look at it this way: -
Was it intended to mean primarally
Stupid passengers & their comments
or Passenger's stupid comments.
The first is perceived as insulting, the second is the probable intent.
(and don't tell me that anyone in any industry doesn't make a bit of comment about the unusual or off the wall conversations we all have with customers)