We signed an agreement with a customer in Dec. for snow removal, this guy didn't want a plow used on his drive or salt on it because he had just had it redone this past summer. That was fine. When he signed he had a 2 inch trigger. That was fine, because all of our residentials have a 2 inch trigger. He also wanted to be out by 9 am, which wasn't a problem. Well we went over there last month during a snow storm and he was at an inch and a half. We saw him outside and asked if he wanted it done since we were there, he himmed and hawed about it, so we just said fine we'll see you tomorrow. The next day we go over and it is already half done. ...We didn't do what had already been done the day before because there was not even a quarter of an inch. We get out and finish what wasn't done, and go on our way, that evening the phone rings, he "expects it to all be done if we come to do it" This past week we had 3 days of snow, lots of snow, there was a job we had before them, and at this point he had been done the day before so there was only about an inch on his drive...wife calls and asks if we are going to service them. We beat feet it over to shovel them out. Well this morning there was a message on the answering machine that they weren't home yesterday and she expected that it was going to get done, yada, yada, yada. We are a new company, and this is the first year that we have done snow, but this guy is the only one who has complained. When everyone first signed with us we told them that if they felt that they needed done to call if we had not been there yet, and that we only come out once a day unless otherwise stated or they call. My question is what to do about the PITA...I have tried to come up with a solution, I have tried to accommodate them with the changes to their minimum amount of snow. But I am at the point where I am about to tell these people to find someone else to do it cheaper. Any advice would be greatly appreciated.