When a customer asks for more than they’re entitled to, you should choose between two options. 

You can go the extra mile with a smile on your face – and make your customer feel happy. 

Or you can politely tell them no – and spare yourself the extra work. 

But don’t choose the third option of giving something grudgingly while trying to make your customer feel guilty – because both of you will feel unhappy and resentful. 

As a general rule, giving should be your default option, because while some customers will exploit your generosity, most will be grateful. Five-star customer service is five-star marketing, because happy customers will give you repeat and referral business for years to come.