The problem with generalizations like this is I think it can cause you to miss real issues in your business. For example, I'm always incredibly nice to customer

The problem with generalizations like this is I think it can cause you to miss real issues in your business. For example, I'm always incredibly nice to customer service folks. It's always served me pretty well, but one time I got so fed up with Comcast that I rage quit and switched to Direct TV. It's the only time in my life I've ever done anything like that. At the point where I got mad and started to quit they finally started offering to actually fix my problem. But by that point I was too fed up for them to save my business. If you just go into an interaction like that assuming I'm one of the 5% of consistently awful people you would miss that there is actually a huge problem with one of your business processes that you need to fix, because it's so bad it's driven an otherwise reasonable person mad.