Excellent Rich and I agree. +1

Double agreed. This principle was something that drove me insane when I worked retail at an office supplies company. As soon as you put a nametag on, customers legitimately felt some misguided sense of control and/or power over you. They felt they had the right and ability to abuse you as a retail worker, even if it was just using snide comments to try and get their way. Usually when I would get a manager involved, he/she would just bend to their will, no matter how unreasonable the customer was being. The same principle is trying to apply itself here. The customer is not always right, and should take their business elsewhere on occasion.