A someone straddling the line between custom design work (where I get to pick and choose my clients) and providing support for commercial Genesis child themes (where I never know who might purchase them), the article "Customer Service is a Two-Way Street" posted by +Gregory Ciotti
hit home for me especially.
It's important to remember that we as customers have some responsibility and control over how our customer experience plays out. You attract more flies with honey than vinegar! :)
P.S. If you provide online customer support and you're not using +Help Scout
, you should be! This article by +Chris Lema
convinced me: http://pxl.st/15tq8E4
. I've used and loved it ever since!