I went through something similar with a PSO out here who I will never have touch anything of mine. I didn't get a ball from the internet (yet) and he acted like I kicked him in the crotch just for inquiring. Then he game me a ridiculous price to drill it, $90+inserts. In my opinion it shouldn't matter where the ball came from, the point is he's bringing it to YOU to drill. I don't know how you mark up your balls but I assume drilling is included in the price of a ball when they buy it from you hence a higher price tag than the internet. From they way it sounds you want to charge people more who buy off the internet? You didn't mention prices in your post.
People buy on internet because it's obviously a lower (ball price) and shipping is free in most cases. The internet has a bigger selection than a pro shop, you can't stock everything. Some balls like "Pyramid" are only available online. Plus people can order them from their home. Because of this site I have learned that in most cases even though your getting a ball cheaper online, after drilling it works out to be a wash in the end. So as you can see there is a variety of reasons people prefer the internet.
Again, instead of stressing of where the ball came from he is bringing it to you to do the work on it. If you do a great job on it at a fair price and make him happy then you will gain a repeat customer with possible referrals. Do anything less, never see him again and have him bash you with all his friends. You have to remember the way things work now a days. Provide a good experience the customer will tell a few people, do the opposite they tell the world!
I think the reason the guy is upset is because he feels your giving him the brush off and unimportant because he bought his ball on the internet. Although your reasons are legit, from his point of view he's made two attempts to get his ball done and keeps hearing how it can't be done when he wants. Customers are a pain in the arse and you can't please them all no matter what. With this guy it sounds like he's made up his mind to go elsewhere. My advice is to is when he comes to pick up the ball cut him a even better price, maybe throw in a free towel or cut him a deal on a bag. You may not make anything or it may cost you a couple bucks. Since he's on your league at the house where your shop is I think trying to save him would be paramount. The last thing you want is someone bashing you in your own house and mark my words it WILL. You can bet on it.
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