I both agree and disagree with you. In this specific instance, I made the service because I wanted to use it, and thought I'd provide it to others as a way of p

I both agree and disagree with you. In this specific instance, I made the service because I wanted to use it, and thought I'd provide it to others as a way of paying for server costs (my time is free because I need it for myself), but then also kind of feel obligated to keep it running because of the paying customers, which has worked out okay for the last ten years the service has been running. In the general case, I agree that you would lose money by not tolerating rudeness, but think that one generally has a societal responsibility to call out bad behaviour, to let people know that that's not acceptable. Also, I think that rude customers are generally not worth it because they tend to cost more than they bring in, statistically.