From one of my favorite blog writers, Seth Godin, wrote a post today that I had to share...I work mostly with internal customers, which I think this perfectly applies to, as well as even family members and friends.
Train your Customers
Yes, you can train them. By rewarding some behaviors over others, by keeping some promises not others, by having some expectations instead of others, you get the audience you deserve. Some things you can train customers to do:
Keep their satisfaction to themselves
Be focused on a superstar
Demand personal service
Never settle for the current iteration
Spread the word
Be eager to switch brands to save a buck
Value and honor long-term loyalty
The customers you fire and those you pay attention to all send signals to the rest of the group.