06-22-2013, 06:49 AM
I've learned that it is almost always the best course to let the customer win, even if I know they're wrong. I'd rather lose to a crazy customer than to have a dissatisfied person out there which would be toxic to our business. I have eaten a few problem transactions in the past 30 years in business, but it's managed to help us keep a solid reputation. And I don't feel that letting ourselves be wronged on occasion has hurt us in the long run. It's never pleasant, but in the long run it yields better results. Lose a little, win in the end.