So I used to be a huge softy! I would basically agree to anything my customers asked, regardless of my shop policies and/or my gut instinct. However, over the last several months, I've stiffened my upper lip a bit and it feels GREAT! I wrote harsh shop policies and am sticking to them!
Now I'm kind of a stickler. Standing by my policies (in a nice way, of course) has helped me relax when it comes to customer service. I'm quite sensitive my customers' needs and I feel like I have a great outlook and customer service philosophy. Probably 99% of my customers are absolutely wonderful and a joy to work with. There's that 1% though... I think rigid shop policies help in those types of situations the most.
