Every now and then you’ll have a customer who disagrees with one of your policies. No matter what the policy is, don’t justify or defend it from your company’s point of view.

For example, maybe your service department has a fee for inspecting the products you sell. And unless it’s covered by warranty, the customer has to pay the inspection fee. If the customer balks at the fee, don’t justify the fee by saying: “Our technician needs to get paid for his time.”