Customer service is difficult to explain, and difficult to understand. The people who know best what customer service is, are the customers, because they are the ones who know what they want. And because they are the ones who know what they want, it is the customers we should be listening to. Simply by accommodating the requests of your customers you create a demanding customer.
And a demanding customer is not a bad customer. When you accommodate requests and your demanding customers go to another property, they’ll be disappointed if they don’t get the service equal to what you have created. Hence, demanding customer's equal profits.