“The customer is always right” – that’s a saying that serious businesses actually say sometimes, with a serious and straight face. It’s one of those sayings rooted in good intentions and immediately polluted with the messy reality of the real world.
When you’re working in Database or even Network Engineering, the real answer is far more complicated and nuanced, but it’s much closer to “the customer is always wrong”. That is not to say that the Database or Network Engineer is right, either, though.
Usually the customer (in this case usually a Software Engineer) comes to us, or more likely pages us, with something like “the database is down”. Why? Because they got an error message like “The server has gone away” or “Too many connections” or “Host unreachable” or any number of error messages which are simultaneously too descriptive, and completely unhelpful. Such error messages are good at leading people …
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