Every employee in the organization has the fiduciary responsibility of bringing value to the customer relationship. That is especially true of the customer-facing people.
The fastest way to undermine your value and destroy your customer base is with unknowing, or insensitive customer-facing employees. It's impossible to keep the perpetrators locked up in the cellar. They're eventually going to get out and do some damage. The main danger in any organization is allowing poorly trained, or insensitive personnel to interact with your valuable customer base. You need to be concerned with damage prevention, not damage clean up.
A sure way to undermine a valuable customer relationship is to have:
Many of your prospects and customers may be long overdue for a good laugh. When you convince them that they can have a productive and profitable business relationship with you, and relieve some stress on the side, you may end up laughing all the way to the bank.