I once shipped a kilt to a guy in New jersey and he sent me an email, very distressed, because the kilt was too short for him. He said it was the size he'd ordered but it was too short. He wanted to wear it to a friend's wedding.
I offered to make him another, longer one and have him ship the short kilt back to me.
"No. I'm fed up with the whole thing. Just forget it!"
I kept at him and eventually, he said he'd ship the kilt and I'd make a rush kilt and send it to him.
Well, I made the kilt and rush shipped it ... and never heard back from him, in spite of lots of calls and emails over the next year.
He got two kilts for the price of one and I'm out the cost of one kilt's worth of fabric, labour, and rush shipping.
There are times in business where you simply have to set aside your empathy and simply not give the level of service you'd like to give.
Nowadays, I only give that level of service to repeat customers or people I trust in some other way. I force myself to set aside my natural trust of people and only go on earned trust.