Part of "the customer is always right." Annoying, yes; but you can always say, "No, I can't do that unfortunately. <smile> Things happen sometimes, and I'll do my best to make it right." It gets the point across without getting the client angry. And those that (repeatedly) do not get the point need to be expunged from your premise. It is a for-profit venture; so those that do not provide a return are not our target clientele. Their retention is moot. I've had to expunge a few "free-loaders" in my time and most of them call back to apologize, to which I laugh politely and say, "Don't worry about it. I wouldn't have acted any differently had it been me. Come back and I'll do something special for you." Lesson learned. Mutually beneficial for both parties. Part of doing business. ^_^ Of course, this is all assuming that you've already gone beyond your duties to provide said service. no offense, dude, but this is the "things that are pissing you off" thread, not the "come here for advice on customer service" thread. we come here to commiserate, not to obtain unsolicited advice from people who we then have to explain every detail to.