Wonderful anecdote! I think what people really want most is simply to feel cared about and to be treated like human beings. I agree that taking a 'customer is always right' approach is the best. Sure there are a few scammers who try to take advantage of this, but they're easy enough to spot after a while, and it's a small price to pay to keep legitimate customers happy. Remembering that people just want to feel cared about, and then showing that you sincerely care is the key to creating loyal customers who will, likely tell all their friends. Thanks for sharing this experience. I think it's especially important now with so many people entering into freelance or entrepreneurial work.
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Thanks for your comprehensive comments.
In my sometimes not so humble opinion, dealing with the very few scammers is a small price to pay for overall excellence in customer service.