Here's the reason - we're online! The moment I lose my cool with a customer, and politely tell him/her the order is being cancelled, you can buy some place else, what do they say?
"I'm going to bash you online". "I'm going to post on every forum".
Yeah, I have to agree... That's the major problem. I am not shy about telling people to take a hike. The problem is, what is it going to cost me in the end. That person might disappear, or they might be some lunatic that decides to make it their life goal to ruin you. Anybody who works in a niche that is very close-nit, is most susceptible to this.
I told the story before about a guy who was handicapped and I gave him an accessory for free, only to have him turn around and accuse me of sending him something that doesn't work. That started an exchange that lasted through 50 emails and counting. And yes, he is still emailing me... A year later. The guy is a nut that sits at home all day and is on every single forum there is for the niche. Some guy complained on a forum related to my niche the other day, about another biz that didn't send him his stuff. My personal nut popped up on the forum and posted the seller's whois info, including his home address. The guy has absolutely nothing to do with the deal... That's how insane he is. He just emailed me yet again a few days ago. I just try to give him curt answers, just to get him to leave me alone. I'm ashamed to admit, I'm afraid to find out what would happen if I stopped. It's like being held hostage.