A client calls and leaves a lengthy message. To abbreviate, my lead guy was taking a short break. Their ancient dog came over for some attention. Client comes out to tell the dog to leave my lead (Jim) alone. Jim, in a friendly yet stupid comment says "it's alright but if I break into your house, I'll remember to bring someone along to pet the dog!" This, of course, unnerved the client and now they don't want him on their property. I understand that these people don't know Jim the way I do. He's been with me for a year now and I untrust him with the substantial sum I've invested in my business and he has keys to everything. It's a home based business and he knows my schedule better than anyone and I've never had cause for concern. Nothing has ever come up missing, he's collected cash from clients and immediately hands it over and never performs any additional work in the field (people that may approach wanting their lawn mowed while we are servicing a client) without first making contact with me. These clients haven't been with us for long, have tons of money and with two other homes, travel frequently. I can understand them being upset but I don't have the equipment or manpower to put anyone other than him on the account. So how would you handle the situation?