The first commandment of getting & keeping high-quality clients is to treat every prospect & client as you would treat yourself. As an example: do you like to be overcharged? Underserved, or being put on hold for 15-minutes when you’re calling to ask a question?
When YOU are the upset client or customer, what do you expect? You expect a full uninterrupted hearing & you want to deal with someone who has the authority to fix the problem. Ultimately you want a fair resolution to the problem.