Customer service edicts state that the customer is always right. Sometimes we disagree ... out of self defense. We don't like the implication that because the customer is right then we must be wrong. We defend our innocence and integrity!  Step back for a moment. There is a principle in Tai Chi that states that you can use your adversary's energy on themselves. Imagine saying the customer is always right. If you stop defending yourself and ask the client for a realistic solution to their own problem (a solution that, if they were you, they would see as fair)  you move away from being wrong in their eyes to being right. Potentially you can avoid conflict and move into resolution. Sometimes the customer is in fact wrong. And then you need to measure the real benefits of needing to win! Needing to win is not how successful businesses earn the love of their clients. Sometimes the photographer is wrong. I know of a wedding photographer who missed a wedding (about as wrong as you can get). He did so much right for the couple that they now insist that all of their friends use him. Johannes