Question: How to response this message: As time has gone on and things are going strong, I believe this confidence has maybe built into a bit

How to response this message: "As time has gone on and things are going strong, I believe this confidence has maybe built into a bit of cockiness. I find that I am not as patient toward my customers and some of the things they do or don't do. They overlook protocols--filling out forms and paying for services rendered in a timely manner. This is a bit frustrating, but when business was restarting, when these same mistakes were made, I was very patient. The good thing is that most of the interactions with my customers are online, so this buys me a bit of time in order to cool down before I respond."

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