Okay, let me begin by bringing you up to speed and tell you that I work in property management. I usually handle clients playing a "good cop" role and being cheerful and accommodating their needs, even if it compromises the way I do business. This usually works most of the time, but lately I have noticed this has come back to bite me in the ass. Client comes in to take possession of property before their scheduled move-in date for example. They state that I told them that this was okay when clearly I did not. But my word against theirs, and higher ups will always favor them. Anyways, was wondering some of your personal experiences in changing your work persona, specifically when handling clients/customers. Starting next week I am taking a more firm stance and not try to buddy up to any clients/customers. My answer will be concise and firm. This may be interpreted as cold and uncaring, but I am tired of playing nice and then getting a tirade from upper management. I'm afraid though this may affect my numbers, but oh well. Sorry for venting.