I'd tell you my opinion but I can't get this darned fire going."Never for the sake of your convenience should you inconvenience a customer"
I think Stew Leonard said this...but it doesn't matter, its probably even better than the "customer is always right" quote.
If they want the quote in smoke signals, build a fire.
My employees also know that there will be hell to pay if I ever hear them say:
"Well, its our policy...."
No customer is ever going to be happy with whatever comes after "Its our policy...."
Rant over...carry on.