Do not confuse this phrase with the customer is always right or that you have to ask how high when they ask you to jump. Yes, is about empowering your employees.
I was reminded of this phrase the other day when I saw a post in a Facebook group aimed at IT business owners asking if anyone puts their business over their health.
Once you know your where your business is going then you can begin to not only work the business in that direction but also work toward giving away your job.
A large part of being a technical support person is understanding the problem that you're trying to solve. This one phrase prevents a lot of missteps due to assumption.
Today it's the one that my staff knows me best for. How do I know that? Because often when asking me for some advice or an idea on how to tackle a technical issue they will start the question with, I know it's always DNS but
An MSP may consider themselves to be doing a good job when calls for help are answer quickly and there are few of them. But your client probably doesn't view it that way.