Final answer:
When a customer uses their relationship to get things done outside the established process, it is called an externality in business.
Step-by-step explanation:
When a customer uses his relationship with you to get things done outside of the established process, this behavior is known as an externality. In business, an externality refers to a situation where the actions of one party impact a third party who is external to the transaction. It can be either positive or negative, depending on the effects.
For example, let's say a customer asks for a favor from a business owner they have a good relationship with, and the business owner agrees to provide the favor outside of the usual process. This may create an externality because it affects other customers or employees who are not part of the exchange and may not receive the same treatment.
In this case, the customer is leveraging their relationship to get preferential treatment, but it can lead to unintended consequences and may not be fair to others.