First, point 1, lets deal with the old cliche, the customer is always right.  This is not quite true.  But, it does not do you any good to tell the customer that he or she is not right.  It is best to make the customer feel like they are right even when they are wrong.  But because you have a relationship with them, make sure that you give them the advice that they need in addition to the advice that they want.  Let me tell you a story.  Once, a customer came to me, and when I say a customer, in