I had a very nervous customer today who was extending an equipment rental. They had a moderate freakout, then started apologizing for the freak out.
I reassured them with a story from earlier in the day, when another customer called in to give a vague “yeah, I’m bringing it back. Geez, when you guys called me to say it’s two days late and “demand” it back, my [SO] totally freaked out saying “omg why the hell didn’t you at least call?” Complete overreaction.”
I told my anxious customer that it’s better to be anxious and attentive to these things and maybe freak out a bit than to completely ignore them.