Ok, here's a real situation. We have a fairly decent revenue residential customer that does about about $3000 a year in maintenance and another $3000 or so in flowers/misc. improvements. We did a $15,000 install for them 4 years ago. They are happy for the most part, but are quick to criticize for small things. We've had a few minor issues over the last couple years, but nothing large enough to make them cancel. Now the big one. I was reviewing their account yesterday and discovered that last years summer annuals did not get billed...$1300. Ugh. This will probably put them over the top and could very well cause them to cancel, though I do think they would pay. ASSUMING that I am right and that they would cancel, would you make them pay it, or just eat it and keep a pretty good customer.