You don't appreciate it until it's gone...I had a go around with a difficult member recently. Now please understand, we have over ten thousand members and days and weeks and months go by without any problems.  But, for the first time in over a year, I found that one customer was making my staff really upset. 

This lady had spoken in the space of two days with three different staff people and had made one of them cry.  This never happens.  My staffer said that no matter what she said, the lady on the phone twisted it around to mean something else different. And ridiculous. And that she had yelled at her.

So, being the boss, I picked up the phone and called her. I explained, extremely nicely, that she had upset a few of my support ladies who try really hard to be nice to everyone, if she had some unhappiness with our service, she should talk directly to me.  In the space of a few minute conversation, she pointed out some weaknesses in our science and social studies program (which we all agree with. We have a great language arts and math program and we provide science and social studies as a "free bonus", as in, it's very good but way short of being a complete program).  And, she yelled at me and twisted my words. 

At one point, after she said that I had called her a liar, I clarified that "no, I expressed a difference of opinion but you have just demonstrated to me what my staff person said when she said that you twisted her terms.".  I told her that I would refund all of her money for her previous months and it would be better if going forward she used some other service.  She said that would be fine.  And hung up.

Shortly thereafter, we received a short polite email asking if her daughter could continue with the program. Apparently, even with our flaws, we're very popular and useful.  So she's still using our online homeschool curriculum.

Read all about homeschool curricula here.