who's responsible?

[Mike Kurta]

    Terry:
    That's a sticky one, BUT the whole episode came about as a result of 
your neglect.  True the owner didn't call you, and also true the housekeeper 
compounded the problem.  Apologize, fix the damage and learn to look over 
each job one last time before you leave.  If you want to keep this customer 
and remain on good terms, this is the way to go.
    Mike Kurta