Be accommodating: Avoid passing your reluctance, lack of knowledge, or laid back attitude (laziness) over to the customer. Instead, find polite and reassuring ways to let the customer know how their request can be accommodated or give reasons as to why it won't be possible. If you feel defensive when a customer asks for something out of the ordinary, is this because it means more work for you, or is it because you're not sure what to do? Or maybe it's because you're stuck in your ways and dislike doing things differently? In each case, the issue is with you and not the customer.