One of the hardest things when communicating with customers is not taking it personally. Don't take criticisms or complaints as personal attacks and above all else resist the temptation to try and "one-up" your customer. Loads of times we've received pretty insulting emails, but done our best to be polite and helpful back, more times then not we've received a really thankful and praising email back in response. A lot…
It's doubly worse at a porn company. People already half-expect you to be scamming them somehow, and come into it with apprehension if not outright hostility. The upshot is when you give them amazing customer service, they turn into instant evangelists :)
I'm curious how 'evangelical' someone could be about a porn company? Do you really find word-of-mouth advertising to work for you?