“A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.”
That’s what Gandhi said. Well Gandhi is long gone, and most of his teachings howsoever noble haven’t really passed the test of time to be thoroughly practicable today. Hence you are required to exercise caution while dealing with suspicious clients, their capricious inquiries and sometimes unreasonable demands. Pleasing the customer at all times by honoring mostly capricious requests for replacements makes for good ‘word of mouth’ but often awful profits.
Reasonable, genuine, bona fide conjectures relating to the quality of your service or product should be dealt suitably with a refund or provided credit for, by all means. You need to have good judgment to differentiate between a wronged customer and a wrongheaded customer and inculcate the same sense of inquisition among your employees.
You need to train your staff to deal strongly and stoutly with suspicious clients who are trying to pull a fast one on you with unethical requests. The key is to reason with your clients if they are wrongheaded, bring their blood flow down and they get them out of your traffic flow. You need strong, empowered stuff who can deal with the client and his capricious request on the spot. You can try your best to pacify your client but not at the cost of scarifying your profits, prudence or principles. Your resolve should be to lose some bad business rather than jeopardize your good business by honoring unreasonable claims.