let me ask you pros a question, you guys, with your 6 month waiting lists, and pre qual clientelle...... i have heard it here, one million times: "always leave on a good note, always do the right thing, you don't want your ex customers talking bad about you, bad news travels fast....blah blah blah.....". so let me ask you this HOW CAN THIS POSSIBLY BE AVOIDED? if you have policies, reasonable ones, and you enforce them, you are GARENTEED to p!ss people off, and yes indeed, they will talk trash on you. if you don't enforce your policies, you are a sucker, and doomed. here are 3 scenerios that have happened to me, in the last 2 months alone: put in some plants last year, customer never watered, they were sickly, but made it through the winter. in this years drought, they slowly died. client asked to have them replaced, i said yup, at the usual fee. warrenty has expired, and you never watered. he was a bit disgruntled, but agreed. ok, i replace them at the full price, he doesn't water, and within 4 weeks they are skeletons. he demands to have them replaced, nope, sorry, you don't water, i don't replace. the end result-" bobby doesn't back his product." scene #2- i aerated and seeded 3 neighbors in a row, 2 of them watered, thier lawns are beautiful. one didn't water, she does not have even one piece of grass, none. she wants it re-done. nope, i aint doin it. no water, no grass, period. the outcome:" bobby does shoddy work, and doesn't back his product." scene #3- client was habitually late on his payments. it was a constant volley of cancelling service, waiting for payment, reinstating service, cancelling again, and so on. i finally got paid up to date, and cancelled him. the end result-" bobby is unreasonable, and is constantly demanding money." tell me HOW on god's earth, you can avoid being badmouthed. using these 3 scenes, what would you have done differently?