I am all for customer service and the power of the consumer. It's part of the reason why I enjoy buying from small business and individual craftspeople: I know that they care about the service or products that they are providing me and my option of them.
However, in this time of ultra-consumer-centered culture where the customer is always right, I think that things are a bit out of balance. There's a difference between a legitimate complaint and some one that's just being an unreasonable a$$ or just LOOKING for a reason to complain.
The "lady" mentioned in Dave's post clearly fell into at least 1 of the later 2 categories.
I see nothing wrong or in bad taste with posting stories like this. Reputation is EVERYTHING to business like Dave's and its important to make sure that your side of the story gets out there. Even after being way nicer to her than he needed to be, he still doesn't know if this person is running around telling stories like "Oh, I paid SOOOOO much money for this "PERFECT" board and it came to me with a "HUGEEE" crack in it. WELL! I sent it right back to him and he wont be getting any more of MY precious business!!! HRMPF!!!!"
It's important for people to hear the truth from Dave.
Consumers are all very concerned about customer feedback about a business, but what about business feedback about a customers? If I was a custom board maker, I'd sure what to know problem customers so that I could look out for them when they showed in my shop.
Stories like this always remind me of the best GM that I ever worked for. He always said that customer service is about insuring people get what they deserve, but NOT about encouraging unreasonable or bad behavior. He had a very good nose for when someone had a legitimate complaint and when they where complaining just to complain. He would always be very politely and calmly explain "the way it is" to unreasonable people "no sir, I do not believe your steak was tough; it was Kobe beef and and there's not an ounce of it left on your plate... no sir, I will not comp your check... no sir you can not sit here and order more food and complain about that too, I would like you to leave my restaurant at this point and never come back."
People where always so surprised when he walked them out the door. "Yes, this is private property and you are only here at our permission... and now you no longer have that permission. BYE!"
He always called unreasonable and unhappy people "poison" to a business and said that he didn't want to try and make them happy; he just wanted them as far away from his establishment as possible. He took amazing care of his GOOD customers and the restaurant was never better or with longer waits lists then when he was running it.
So, bottom line, stories like this ENCOURAGE me to buy from Dave and to recommend his work to other people. People like "Paradox" may get all "<shrug>y" when the "tone" scares them and makes them feel like their delicate consumer demands and sensibilities might not be coddled or at least viewed with the absurd tact and reverence that they would like, but I think that they are in the minority.
As well as some of my floor boards, a rolling pin, and my walnut table too. 
