[busterarm]

No, I meant if you need to discount or give them service gratis to smooth over an unhappy customer.

In a former life I was a support drone. Days were full of us taking calls from abusive a-holes who just wanted to get over on someone and also people who had legitimate grievances and deserved relief. We typically weren't empowered to do anything about either of them.

[henrygabby]

Ah, no, never had to do that. There are cases sometimes when the janitorial staff breaks say a light fixture. What we've found is that immediate and direct communication about what happened, how it happened, what will be done to prevent it from happening again, and how we're going to fix is usually is well received and the partner compensates/credits them for the damage. Of course the invoice amount is smaller for the "repair" so therefore my scrape is less. I've tried to explain to my partner that there is a very select type of client he wants and he for the most part has received it well. The larger industrial type facilities are better than the smaller in my experience.