Being customer-centric is a mindset of how you look at your business and what drives and indicates success. I’m certainly not saying that making a profit and meeting goals is not important, but I am saying it should not be the main factor in the success of your business.
It can be hard to justify on a spreadsheet when you have to redo a job when it was not your company’s fault. Being easy to work with, always being there for your customer even when “it’s not my fault” is a value-added service. Therefore, your prices can be higher than your competitors and your customer will not care because you do not give them a reason to go shop around.