There are heroes in client/customer service. But we have learned, often the hard way, that it isn't profitable to be among them. Even upscale retailers like Bloomingdale's are pushing back. BLOOMBERG BUSINESS WEEK reports on how the high end isn't pretending that a dress brought back for a full refund hasn't been worn.
Smart communications players had known forever that holding back on 100% client service was the way to not only higher margins. But also respect. There is something deeply embedded in the shadow part of mankind which seeks to torment the overzealous. When we give give give to clients they will inevitably kick us in the teeth. That's just the way it is.
Fortunately, we can set boundaries efficiently. We simply explain in a businesslike manner why X is impossible, under certain terms and conditions. We provide an alternative. Usually, after a massive gasp, the other parties cave. They need our work. Sure they might start hunting around for a sucker. Let them. Their business isn't profitable.