Thats actually the way to go. From my experience, as former Service manager for a cell phone company if someone came in with that attitude chances are they would receive service above what is expected. Sounds kind of weird but after youve been in this field for a while if you get someone that seems real stern from the get go your not going to mess up what they want done. Because if you know how they are before they get there then you definitely dont want to deal with them PO'd after.... well.... $hit has hit the fan. If anyone in the service field thinks different, youll grow weary from dealing with this irate customers and youll come to learn better to just suck it up and give in to the customer. I hope some of you can use this to your advantage