I work for myself in a landscape business and also at retail store for large ticket items. In both, listening to the customers is extremely important. Creating a high customer satisfaction score is necessary, even at times when the customer is being difficult or isn't grasping what you're telling them. Unhappy customers loss of revenue and potentially a business closer. About the last thing you want is to attack a customer's opinion or create a hostile environment. How do you feel about customer service in your world?