Yardsmith-<br>I still don't quite get how you can act sternly to a customer and still seem "nice". In my case, since I am 16 yrs. old, I always feel as if my stern attitude I sometimes use comes across as disrespectful. This is a reacurring problem though, what should I do? Also, when billing should you call ahead of time to inform customers of an addition charge you have given for something like having to mow the lawn 3 times because the customeer doesn't like the clumping. I just tried calling a lady that told me to cut it down to 3" when it was at about 7" to begin w/. Took me 2 hrs. (I mow by myself). I was so angry that night I called her up and told her, trying to be kind but stern, that I was going to charge her $15 extra. Not very significant of a charge. We were both talking on the phone for a while beating around the bush, both of us trying to seem nice when we were actually both pissed off at each other. She is SOOO ANNOYING! i AM planning to just send her the invoice w/ the extra fee on it. What should I do? Their family is pretty wealthy, but are soooooooooooo cheap! I can't figure out what to do. Help!<br>