Understanding how flint and steel works is how to deal with this situation. You may want to educate your customer.
In traditional "Flint and Steel" -The "steel" only needs to provide very small iron shavings. The flint needs to be hard and sharp to shave pieces off the steel.
In using a ferro-ceramic rod - The "steel" needs to be hard and sharp edged to shave pieces from the rod. While often called "flint and steel" it actually works the opposite way.
What makes a fire using a traditional flint and steel is a neat thing called the pyrophoric property of iron. Pyrophoric means that the metal will burn in oxygen at low temperature. We all think of sodium and lithium, but many other metals will do this, What keeps these metals from bursting into flames is the oxides that coat them. These oxides form almost instantly with exposure to air, and protect the metal from the oxygen. However, if the piece of metal is small enough, and the surface is not oxidized yet, it will instantly burst into flame. Iron is great for this because it isn't too reactive, like the lighter metals, but still has pyrophoric properties.
When you strike a piece of steel against a flint, the sharp edge of the flint shaves off tiny pieces of steel. These have un-oxidized surfaces that instantly catch fire. These are called sparks. The higher the carbon content ( up to a point), the hotter the shavings burn. 1-2% carbon is perfect. The steel needs to be softer than the flint, so the flint can easily cut it. However, harder steel shaves off thinner and smaller pieces, which burn faster and hotter. The middle ground is a moderately hard steel and a very sharp flint. Flint and Chert are used because the edges chip in a concoidal fashion, always exposing fresh sharp edges. If the steel is too hard, it just chips the flint. If the steel is too soft ( as in the annealed state or pure iron), the flint shaves off too big of a chip. Between 1% and 2% carbon and a hardness in the mid to upper Rc50's works perfect. It may be counterproductive to have the steel too hard.
Any hard ands sharp object can make the sparks. Most quartz rocks will work fine. Even a harder piece of steel will work ( as un using a file to strike the spark). However, time and trials have found that flint/chert works superb.
In using a ferro-ceramic rod, the hard and sharp steel edge shaves off a few tiny slivers of the rod. The metal mix in the rod is made to quickly react with the oxygen in the air and burst into flame. The other ingredients in the rod make the flame hotter and the spark longer lasting.
Contrary to the popular movie image of a caveman with two rocks - striking two rocks together will not be likely to start a fire. The tiny sparks seen when that is done are just hot fragments of rock. These just cool off, and do not actually burn. Another reason you see sparks when two pieces of quartz are struck together is called a piezo-electric discharge. Again, it gives off light, but not much heat.