I have seen this discussed a few times before, but have not seen an answer I feel comfortable using. It doesn't happen often at all, but when the technicians or the owner say they won't work for a customer again, how is it handled? The specific customer in question has been given a few chances before, even after our guys said she is a pita. She does not know how we feel about working for her and today called in to get on our schedule. I stretched the truth and told her we were booked out a month because she had mentioned she had to have it done by July first. So we lucked out this time not having to work for her. And I already have the tool for fibbing about availability so my real question is what is your response when the customer says they will wait for your schedule to open up? How do you then direct the conversation to the real reason you will not be coming to service Mrs. Jones? And how can you do this while not earning a bad review?