I think you had every right to drop her. In fact, you should have stayed firm the first time. Problem customers are always going to be a problem. They have their reasons for doing what they do, no need to think "now why did she do it herself???" With the amount of time she "saved" you, you could have scheduled another job or 2. She cost you more than $50. She also broke her agreement with you. What would happen if you broke your agreement with her? I bet she'd be fired up and drop you! Your business is exactly that: YOUR business. I think you did the right thing though. The only thing I think you could work on (myself included ) is when another situation like this comes up, relax, think it over, THEN make your final call. Jumping too fast sometimes could cost you a lot more.