That is how I handle resis.
I had a resi that received 6-8 boxes of Nestle's liquid stuff (the stuff that cancer patients get when they are on chemo). When it was nice out, I went up the front, wooden stairs, across the wooden deck and wheeled it into the house. When it snowed, I told the owner that I would not pull the cart up the steps or walk on the deck because of the ice. She called and complained. My boss called her back and supported my position.
She bitched the next 3 or 4 deliveries. Then, one day, as I was coming up the driveway, the garage door opened in advance and I just wheeled right through the garage and into the kitchen. The owner apologized for arguing with me and calling to complain. She said that over the holidays, someone else slipped and fell off their deck and broke their leg (which is what I said I was worried about.) I told her that I was sorry to hear that and that it is rare that the worse case scenario plays out and that I hoped the person that fell healed well.
I felt bad arguing with her. Her husband was dying of cancer. Hard to tell someone in that position that you are helping them avoid a lawsuit.
