You still really don't get it, which is no longer amusing as it is tedious. The circumstances in which a customer is right are irrelevant to a focus group. If someone giving you money is not receiving a service from you, then you are wrong. That is what a customer is. A focus group is not a customer. They are a representation, but they are not a customer. I'm not sure if I can simplify that further for you, to see that your line of argument is irrelevant.