Remember, the customer is always right - at least in their minds. A happy customer will tell a few people how nice your shop is. An unhappy one will go out of their way to tell 20 or 30 how terrible it is. It pays big dividends to be sure you have as few unhappy customers as possible.
Man, this is so true. I own a flooring/carpet cleaning business and I had a customer that was a real PITA. She made us replace part of a hard wood floor b.c of a VERY MINOR scratch on one of the planks and she was very ugly about it. I bit my tongue and did it and lost money. She has since sent me 4 referrals that will be worth over $40, 000 in revenue when it is all said and done. And I'm sure their will be more to come. Sometimes the hardest customers to please will sing your praise the highest if you cater to them. The old saying is true, "TAKE GOOD CARE OF THE CUSTOMER, OR SOMEONE ELSE WILL!", no matter how painful it is at times. It has worked for me.