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I absolutely loathe customers who bring up the "principle" as a reason for anything. Just typing the word makes me all frowny. In any given argument where a customer is trying to justify why they are so entitled to whatever it is they want, it's always the "principle." It's like they think it's some magic word that will somehow grant them their wishes, no matter how impossible they are.
Customer: I don't want to pay for (insert whatever they think they shouldn't have to pay for).
Me: I understand the cost of (thing), but if you want (resolution), then we can do (action) for (cost).
Customer: But... it's not about the cost, I don't care about money. It's the principle!
Have you ever asked a customer what, exactly, the principle is? Just try it, it totally throws them off. Most of them immediately ask for a supervisor or hang up. Those that try to keep fighting only end up realizing how childish they sound. Even their argument becomes immature.
Me: And what is the principle of which you speak?
Customer: It... Uh... Well.. Damn it... It's not fair!
Customer: I don't want to pay for (insert whatever they think they shouldn't have to pay for).
Me: I understand the cost of (thing), but if you want (resolution), then we can do (action) for (cost).
Customer: But... it's not about the cost, I don't care about money. It's the principle!
Have you ever asked a customer what, exactly, the principle is? Just try it, it totally throws them off. Most of them immediately ask for a supervisor or hang up. Those that try to keep fighting only end up realizing how childish they sound. Even their argument becomes immature.
Me: And what is the principle of which you speak?
Customer: It... Uh... Well.. Damn it... It's not fair!
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