I saw an article a few years back in NACE Materials Performance. The point was one of the primary aspects of being a corrosion engineer is SALES. Sales in that we need to convince someone (typically the boss or the customer) that it may be smart to spend more money now and avoid a corrosion problem later, as corrosion is almost always a probem "tomorrow" rathr than "today".
When dealing with cutomers, I'd just just suggest that you (a) answer the mail; that is, provide the answer to the question the curtomer asks, but then (b) provide the answer to the question he didn't ask.
It may not help as often as we would like, but I've seen customers change course based on this type of feedback (most recently just 2 weeks ago, in fact). Occasionally I even submit responses to solicitations that essentially suggests (in nice terms, of course) the customer is asking the wrong question.