In any business it is only a matter of time before you are faced with difficult or trying customers.  Confucius once said "Be sincere and true to your word, serious and careful in your actions; and you’ll get along.” This can be applied to many areas in a business, but it can also be effective when dealing with a customer who are presenting a challenge. I found a lot of helpful tips in the link below on how to deal with customers who make a situation hard to take control of.  I feel that everyone will benefit from this link because it provides steps to follow in difficult situations, and as entrepreneurs and business owners it is only a matter of time before we will be presented with these challenges.

http://www.cedmag.com/article-detail.cfm?id=10926256